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Customer satisfaction is a measure that represents the extent to which your product or service has been able to meet customer expectations. Measuring customer satisfaction is neither expensive nor difficult, but it is very important to measure and involves gathering customer feedback via surveys. Customer satisfaction management requires using customer feedback to drive process improvement and innovation.
An amiable customer experience would reward you with loyalty, brand awareness, and advocacy, making CX monitoring is an absolute necessity. The question is, how do you know whether your customer is just satisfied, happy or unhappy with your service? There are many ways for CX measurement or customer experience monitoring to measure this, including, a customer needs assessment, setting benchmarks and defining goals to achieve their standards, identifying your weaknesses, working on them and setting dedicated goals and targets.
Customer Success has to prove that its unique customer engagement gives access to previously unseen and untapped revenue streams which will drive growth, escape the ‘sales give services away’ issue, and drive holistic recurring revenue offerings that add value to customer adoption. 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.
It goes without saying that customers are a company’s most valuable asset. Therefore, it is essential to constantly monitor how satisfied your customers are with your service. Happy customers are those who have been able to derive significant value from your product. The reason for their happiness could be your product’s quality, the cost of the product, the service provided, and the list goes on.