Practical guide: how customer experience management works
Digital experience is essential in the process of improving a company's competitiveness. It facilitates customer involvement but also and above all brand loyalty. We just need to keep in mind that it is 7 times more difficult to acquire a new customer than to retain it.
The management of the customer experience cannot be done only on the instinct of the company managers. No one better than the person directly concerned will be able to tell you what the degree of satisfaction drawn from the experience is. Give the customer a voice through the feedback and find a direct touch point to have a perfect understanding of your value to the consumer. To do this, there are two ways to gather this knowledge:
- Collect data left by customers (purchases, abandonments, sponsorships, etc.)
Gathering customer opinions through forms, surveys or feedback
The customer experience software must be able to analyze this data and identify the specific actions to be taken to improve the customer experience in order to purchase or retain a purchase.
What is the customer experience software for?
The customer experience software is a customer relationship solution that analyzes customer behavior and/or feedback from a store or service.
Through an email form or an in-store questionnaire (touch panel, for example) you can collect the opinions of your customers and people who are potential consumers of your products or services.
However, you should know that if it is very easy to retrieve data, analyzing it is a little more difficult, especially when it comes to free opinions or answers to open questions. The user experience software is designed to effectively respond to this type of problem. The user experience is increasingly important in customer relations.
Advantages of using customer experience management software
- In the short term: customer satisfaction, positive perceptions, better internal communication, corporate communication, etc.
- In the medium to long term: customer loyalty, acquisition of new customers, increase in turnover, optimization of the company's brand image, etc.
Optimal customer experience will be a proactive strategy, as a service focused on the customer will anticipate the needs and expectations, increasing the effectiveness of the experience and the desire to be with you. Build a virtuous circle!
Why use Customer Experience software?
Measuring the true customer experience requires accurate metrics. This is one of the biggest benefits you can get from a customer satisfaction tool.
KPIs are all about marketing a company. Customer Experience Management Software helps companies determine how each point of interaction contributes to the overall experience and, consequently, to customer satisfaction and loyalty.
Knowing the path of customers and prospects, the strengths and weaknesses of your product or service, and what is said about your brand will allow you to respond to the needs of your target audience and gain competitiveness.
Software to enhance the customer experience
It is an omnichannel platform designed to manage consumer loyalty. - Ring Central Company is an omnichannel solution that allows the collection of opinions and centralizes communications with customers and potential customers.
- Identify immediate ideas and trends.
- Support sales promoters with real data.
- Send alerts to employees.
PureCloud is an all-in-one solution cloud-based, Genesys PureCloud is a contact center software that helps manage and understand customer interactions. It provides your employees with tools they can manage, from a single, intuitive and easy-to-use platform, across all communication services:
- social media, etc.
Complementary solutions of CX
Customer relationship management
Reservation & Booking
Sales Force Automation
Point of Sale (POS)
Predictive Lead Scoring