6 Customer Experience Statistics
How a brand treats its customers is very important. The experience that your customers go through carries a significant influence with their peers and hence helps promote your brand, by word of mouth. It is not just about meeting customer expectations, businesses must aim at surpassing their expectations. The customer experience journey focuses on helping the brand create a customer experience strategy, that would ultimately benefit both the customer, as well as the business.
Customer Experience Management (CEM or CXM) is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle. The goal of CEM is to meet or exceed customer expectations, increase customer satisfaction, and foster customer loyalty and advocacy.
Customer experience speaks of the experience that a customer has with a particular brand. It includes many different areas, such as product, payment, ordering, delivery, and returning an item and so on. Customer service experience concentrates on service. It is about a customer’s experience with the support they have received from a company. In today’s dynamic corporate environment, customer service experience has an upper hand – if customers are happy with your service not only will they continue to do business with you, but will also become your advocates and help your business scale.
Customer experience strategy consists of those strategies or plans designed to provide or deliver more meaningful, actionable or pleasant experiences during customer interactions. The most important factors to consider while designing a customer experience strategy include a clear understanding of the customer’s needs and their expectations. This is possible through regular interactions and collecting feedback after the completion of a few of their requests. Their feedback gives a better understanding of how the entire process is functioning.
A customer experience platform is essentially an integration of several digital technologies that marketers use to manage their organization’s interactions with customers. Principally, core technologies include your web content management system, CRM, social marketing/listening, marketing automation, and digital analytics.