Making Customer Experience Management a Priority
When it comes to managing the customer experience, it’s not enough to just care about if you have someone make a complaint (and what you can do to make it right). You must care about, learn, and tend the process from the very beginning—that first twinkle in a potential customer’s eye, so to speak—to the very end, and beyond (those good reviews, and the not-so-good ones, too).
In professional speak, that’s called customer experience management. And the amount of resources, time, and effort you devote to that process pays off directly, but most often with increased retention—and with increased sharing of those good feelings.
But for many companies, this means revamping the customer approach to be more rounded — a 360° approach, if you will — and demonstrating the commitment to a holistic approach that’s transparent. How do you do this—how do you walk the walk, not just talk the talk? This graphic explains it.
Everything You Need to Know About Customer Experience Management