What is Customer Experience?
Customer expectations are rising and companies need to keep up with their customer experience. Customer experience is how customers perceive their interactions with your company. On every device, across every touchpoint. When you exceed customer expectations, you deliver great customer experience.
Forrester defines good customer experience as being made up of three things from the customer’s perspective:
– they deliver value
—the value is easy to find and engage with
—they’re emotionally engaging and people want to use them
Link customer experience to business outcomes
You can measure the ROI of delivering great customer experience. Making it easier for the leaders to understand where to invest time and resources to drive improvement.
Recover at-risk customers
Measuring customer experience and reacting in real-time will help you pull back those headed for the exit door.
Engage existing customers
Identify your most loyal customers and offer them rewards and promotions. They are sure to come back and spend more money on your business.
Reduce cost of feedback infrastructure
Having a real-time CEM software deployed across the customer journey will help you keep all data easily available in one place. CRM integrations will help you react in real-time.
Reduce cost of new customer acquisition
When customers are happy they will recommend you. By tracking metrics like NPS recommendations you can easily find a trends and root causes of possible issues.
Engage employees and reduce staff turnover
There’s a correlation between employee engagement and business growth. Engaged employees are more productive and make for happier customers. Employee pulse surveys are a fast and easy way to gather employee feedback.
Learn more about Customer Experience (CX)
What is First Contact Resolution? First contact resolution is one of the metrics that help you assess the performance and…Read more ›
The digital era has created new standards for businesses and customers alike. While brands navigate their way towards customer centricity,…Read more ›