Improve your customer experience management with these tips
Delivering an effective customer experience management (CXM) is the priority of most brands as keeping customers satisfied is necessary for retaining them.
Econsultancy columnist David Somerville has shared ten tips to ensure that your CXM is customer focused.
Somerville says, “I have curated a list of ten ways in which you can use your customers to more effectively extract the crucial information needed to build a CXM strategy.
These are in a natural chronological order, and I would suggest that you follow this to ensure you’ve built up a robust picture of who your audiences are, what their needs are, and what their experience is with your brand in your sector.
1. Get the views of stakeholders
Whilst the focus here is on the audience, there is still a valuable exercise in extracting information from people within your business. The crucial element here is to ensure you select a group of people who have a solid knowledge about customers, ideally gained from direct contact.
Typically a stakeholder workshop is run and would include a mixture of people from across the business”.
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