2022-09-22
Customer experience isn’t an expense. Managing customer experience bolsters your brand.
-Stan Phelps
From learning about your brand from social media platforms to making a purchase, a customer goes through a long journey before they decide to buy. Don’t you wish to connect with your customers at every step and deep delve into their needs and aspirations for your brand?
While analyzing customers’ experiences is an absolute necessity for a brand, what to do with such data depends on how brands have set their goals and objectives.
A good way to start is by answering the following questions and then choosing the CX management system that best suits your business needs.
Customers are more likely to reply to your surveys if you communicate with them through the methods they prefer. Therefore, think about your survey distribution strategy when you're planning to gather feedback.
Email, WhatsApp or in-app, and link surveys are quite popular amongst customers, at large.
If you have your customers’ consent to text you, SMS surveys are another advantageous option.
A CX platform that can help you reach a wider spectrum of customers, could be the right fit for your business. You can further consider your options by answering the remaining questions below.
A CX management platform with a survey administration capability that covers all essential areas, should be considered while evaluating options.
Depending on the kind of feedback you need—relational feedback or transactional feedback—you should utilize one of two types of questionnaires.
While transactional feedback surveys (like Customer Satisfaction or Customer Effort Score surveys) concentrate on particular customer touchpoints, relational feedback surveys (like Net Promoter Score) measure how your customers feel about your brand as a whole.
Most brands are interested in using a variety of survey formats as well as different scale types along with the right metric and the preferred scale- 5-star or smileys or rich and deep 0-10 rating scale. It's also advantageous to have the option to add new questions that are specifically tailored to your consumer base.
Therefore, search for a customer experience platform that will offer you variety in terms of customizing your survey.
The features you'll require from the CX tool depend on your objectives for putting a customer experience program in place.
The common questions to understand your objective could be:
The feature set will become evident after you have a clear understanding of what you're trying to do.
Without having to delve into the code, can you do it quickly? Do you have access to software developers and designers to put your survey program into action?
A system that is difficult to deploy may divert your team's attention from the tasks for which they were hired.
Look for a CX management solution that allows easy integration with your existing CRM tools or survey administration vendors for speeding up the setup time and starting the program at the earliest.
This way using their regular CRM tools, employees can respond to client comments and collect their feedback.
Choose a CX tool that allows you to spend less time digging for insights when using CXM systems with integrated analysis and reporting features.
Applying real-time data to customer profiles and segments is essential for effective CXM. The better the customer experience, the more operational, financial, transactional, and behavioural data your CXM software should combine into a single customer profile in real time.
Finally, what needs to be focused on is if your objectives are met with the CX platform. The main goal of CXM is to build customer loyalty and customer retention.
The best way to go about is to start with a paid pilot that briefly implements the solution. By doing this, the business can test every function, something a free trial might not be able to do.
Learning about your brand from social media platforms to making a purchase, a customer goes through a long journey before they decide to buy. Don’t you wish to connect with your customers at every step and deep delve into their needs and aspirations for your brand?
While analyzing customers’ experiences is an absolute necessity for a brand, what to do with such data depends on how brands have set their goals and objectives.
A good way to start is by answering the following questions and then choosing the CX management system that best suits your business needs.
Customers are more likely to reply to your surveys if you communicate with them through the methods they prefer. Therefore, think about your survey distribution strategy when you're planning to gather feedback. Email, WhatsApp or in-app, and link surveys are quite popular amongst customers, at large. If you have your customers’ consent to text you, SMS surveys are another advantageous option.
A CX platform that can help you reach a wider spectrum of customers, could be the right fit for your business. You can further consider your options by answering the remaining questions below.
A CX management platform with a survey administration capability that covers all essential areas, should be considered while evaluating options.
Depending on the kind of feedback you need—relational feedback or transactional feedback—you should utilize one of two types of questionnaires.
While transactional feedback surveys (like Customer Satisfaction or Customer Effort Score surveys) concentrate on particular customer touchpoints, relational feedback surveys (like Net Promoter Score) measure how your customers feel about your brand as a whole.
Most brands are interested in using a variety of survey formats as well as different scale types, smileys, stars, or the rich and deep 0-10 rating scale. It's also advantageous to have the option to add new questions that are specifically tailored to your consumer base.
Therefore, search for a customer experience platform that will offer you variety in terms of customizing your survey.
The features you'll require from CX tool depend on your objectives for putting a customer experience program in place.
The common questions to understand your objective could be Is there a general trend (a decline in customer retention) that you have trouble explaining? Are there any particular consumer pain points that you've already discovered and want more insight into how to resolve?
Are you trying to figure out how to increase the use of a new product feature?
The feature set will become evident after you have a clear understanding of what you're trying to do.
Without having to delve into the code, can you do it quickly? Do you have access to software developers and designers to put your survey program into action?
A system that is difficult to deploy may divert your team's attention from the tasks for which they were hired.
Look for a CX management solution that allows easy integration with your existing CRM tools or survey administration vendors for speeding up the setup time and starting the program at the earliest.
This way using their regular CRM tools, employees can respond to client comments and collect their feedback.
You spend less time digging for insights when using CXM systems with integrated analysis and reporting features.
Applying real-time data to customer profiles and segments is essential for effective CXM. The better the customer experience, the more operational, financial, transactional, and behavioural data your CXM software should combine into a single customer profile in real time.
Finally, what needs to be focused on is if your objectives are met with the CX platform. The main goal of CXM is to build customer loyalty and customer retention.
The best way to go about is to start with a paid pilot that briefly implements the solution. By doing this, the business can test every function, something a free trial might not be able to do.
We're always on the lookout for talented individuals who share our passion for creating transformative experiences. If you're looking for a place to make a real impact, join our journey.
Send your profile to us at hiring@zykrr.com
