Customer Experience Management
No matter how much money, time, and effort you spend on marketing, nothing will matter if the customer experience doesn’t deliver what the marketing promises.
What is Customer Experience?
Customer experience is a term thrown around a lot lately, but each business defines it differently. The good news is that it’s simple to define; the bad news is that it can be hard to execute really well. Quite simply, customer experience is everything your customer feels, sees, hears, smells, and touches while interacting with your business. Even the things you can’t control play a role, making it much more important to perfect the things you can control.
Digital = In person
We live in a digital world. We buy groceries and cars online. We keep up with friends and family through social media. We ask Google for the answer to all our questions.
But…. when we walk into the grocery store or meet with a manufacturing salesperson, we expect the experience to match what we’ve come to know online. If it doesn’t, we’re confused and less apt to remain loyal to that company.
How do your digital and in-person customer experiences compare? Not sure? No problem. We know what to do.
Good customer experiences generate revenue
Businesses can no longer afford to ignore the value of the experience they provide their customers. When it is good, it generates revenue. When it is bad, it can be devastating.
Don’t waste your marketing money attracting customers to a bad experience. Let us help you generate revenue with good customer experiences.
Not sure if your customer experience is where it should be?
At Cox Marketing Solutions, we understand the customer experience. We filter everything you do through the eyes of your customers. Then we create the experiences that will ensure your customers keep coming back.
Customer Experience Management Services
Customer experience refers to the varying stages a customer goes through before, during, and after they make a purchase with your company. It encompasses every interaction a customer has across your company.
In terms of customer service, it might be responding to concerns or questions that a customer may have. In contrast, customer experience covers every interaction connecting consumers to your brand. For instance, the layout of your physical stores, the colors used on your website, the navigation of your website, and much more.
A great customer experience requires excellent service—but great service doesn’t guarantee a positive overall experience. For example, a customer may receive outstanding service while shopping but feel frustrated from a lack of support post-purchase.
Though the client had quality service initially, the overall customer experience was negative due to issues after the sale.
From answering questions during the buying process to making customers feel appreciated post-sale, the customer experience strategy must encompass the entire relationship.
While good customer service can exist within any single interaction, the actual customer experience spans the entire customer journey.
Customer experience management is the compilation of the processes and tools an organization uses to manage every interaction between a customer and the company throughout their buying journey.
To create a customer experience strategy, you must start by understanding your ideal customer. What are their wants and needs? What are their demographics? How do they prefer to shop? When do they shop? Where do they shop? These are just a few questions that should be answered. Then create a clear vision for how your unique customer experience should operate.