The answer for many is to set up and maintain a customer experience program – a dedicated function within your company or organization. CX management then is all about optimizing the parts you can control, largely through understanding your customers and their values, needs and behaviors. So what is customer experience management, and how do you make sure high-quality customer experiences are the norm for your company?Īs we’ve outlined, the customer experience isn’t something you can wholly control, since the customer plays a part in defining their own experience. It’s not surprising, then, that many organizations across a whole range of industries are waking up to the importance of customer experience and the impact customer experience management can have. In fact, satisfied customers are 5 times more likely to buy from you again. They’ll freely recommend your products and services to others and they’ll spend more, providing more value to your business. When your customers have a great experience, they’ll be more loyal and less inclined to switch brands. The rationale behind investing in customer experience (CX) goes something like this: Why set up a customer experience program? Designing an effective customer experience program is the first step to creating world-class customer experiences. It involves listening to what your customers are saying about you, and acting on the insights you gain. A customer experience program is a systematic approach to improving the way your business interacts with, and provides value to, its customers.
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