Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.
Managing the customer experience, however, is a facet of business operations that proves challenging. From utilizing the right technology to support customer experience, to empowering employees with a sense of ownership that cultivates a strong desire to provide exceptional experiences for customers, to developing systems and protocols to create a consistent experience across touch points and channels, there are myriad considerations to weigh when designing a customer experience management program.
We’ve rounded up 55 tips from customer experience thought leaders to help you navigate the complex maze of customer experience management, encompassing challenges, best practices, examples, and strategies for creating amazing customer experiences from the top down in your organization.
Click on a category name below to jump to a specific section:
- How to Think Like Your Customer to Improve Customer Experience
- Gaining Employee Buy-In and Fostering a Customer-Centric Culture
- Using Technology to Create Exceptional Customer Experiences
- Using Data Effectively to Drive Customer Experience
Use predictive insights to deliver optimized responses in real-time. “To provide an experience where customers can navigate across multiple devices (mobile or desk-bound), brands must deliver engagement and shopping experiences that recognize each device and automatically adjust interactions to deliver seamless experiences. You will want to be able to respond to each customer’s interactions in real time and extend relevant content and offers based on an individual’s real-time activity, when their engagement is at its highest.” – Natalie Petouhoff (Dr. Natalie), Webinar About Best Practices: Customer Experience Management, Technology, Roles and Strategy, Dr. Natalie; Twitter: @drnatalie
Want to see all the tips? You can find them here at NGDATA.