Customer experience management, strategy and software FAQ
Customer Experience Management (CEM) and Customer Experience Strategy are related concepts but they refer to different aspects of customer experience.
CEM is the process of designing, measuring, and improving the interactions between a business and its customers. It involves implementing strategies to deliver exceptional customer service across all touchpoints and ensuring that customer needs and expectations are met.
Customer Experience Strategy, on the other hand, is a broader concept that involves defining the overall approach and vision for how a business will create and deliver customer experiences. It includes setting goals, identifying target customers, understanding their needs, and developing a plan to deliver differentiated and valuable experiences that align with the business's goals and values.
In essence, CEM is the execution of a customer experience strategy. While CEM focuses on improving individual interactions and touchpoints, customer experience strategy focuses on defining the big picture for how a business will deliver value to its customers.
Capturing insights from customers around their experience is vital for business development. Our trusted solution allows you to capture capture customer feedback and thoughts through voice, email, SMS, social media and messaging apps. This feedback can be managed in a reporting dashboard, ready for you to act upon.
It's a known fact that the contact centre has a high-turnover of employees. Therefore, it's important from day 1 of employment to make sure that your employees are equipt with the right tools and have an understanding of how to use them. Having a contact centre solution that is easy to use and easy to measure personal metrics on will fill your agents with confidence.
Customer experience is important because it can have a significant impact on a business's success. A positive customer experience can lead to increased customer loyalty, repeat business, and positive word-of-mouth recommendations; Britannic is a differentiator in that we don't just sell software, but we have a holistic strategic approach to how that software and solutions are implemented as well as a transparent, partner-centric management style.
On the other hand, a negative customer experience can result in lost customers and damage to a company's reputation. Therefore, companies invest in improving the customer experience as it can lead to increased revenue, competitive advantage, and overall growth underpinned by technology.
Customer experience can be measured using various methods, including:
- Surveys and feedback forms: Collecting direct feedback from customers through surveys, feedback forms, or post-interaction questionnaires.
- Net Promoter Score (NPS): Determining a customer's likelihood to recommend a product or service based on a scale of 0 to 10.
- Customer Satisfaction Score (CSAT): Measuring a customer's overall satisfaction with a specific interaction or experience.
- Customer Effort Score (CES): Assessing the effort required by a customer to complete a task or resolve a problem.
- User testing and usability studies: Observing and evaluating the ease and effectiveness of a customer's interaction with a product or service.
- Social listening and sentiment analysis: Monitoring and analyzing customer opinions and comments on social media platforms.
- Customer journey mapping: Charting the steps a customer takes to engage with a company, identifying pain points and opportunities for improvement.
The choice of method(s) depends on the company's goals and the type of data it wants to collect, but using a combination of these methods can provide a comprehensive view of the customer experience.
Britannic deem it necessary to a customer experience strategy because it provides valuable insights into what customers think, feel, and want from a business. It helps companies to identify areas for improvement, validate the success of existing initiatives, and understand what differentiates them from competitors.
Customer feedback also helps companies to tailor their services to meet the changing needs and expectations of their customers, which can increase customer satisfaction and loyalty. Additionally, soliciting customer feedback shows customers that the company values their opinions and is committed to providing a positive experience, which can improve customer relationships and build trust.