We've all been there before, trying to check out at the grocery store, but the line is moving slowly. We're trying to book a flight online, but the website keeps crashing. We're trying to order a new pair of shoes, but the shipping is taking forever. In these moments of frustration, we all wish we could just make the experience better or end our suffering.
Customers are tired of feeling this way. 89% of consumers have moved to a competitor following a poor customer experience with a brand (Customer Thermometer). This shows the importance of creating positive customer experiences. While there is no single answer, our experts have discovered a few key factors to create a worthwhile customer experience before it's too late to save dissatisfied customers from leaving:
An experience in most organizations is defined as a series of interactions between a person, place, or object and an individual. Each experience is different for everyone, and every customer has their own priorities for what they consider a good customer experience. Still, there are some commonalities among small business customers, regardless of their industry or size.
By optimizing an experience based on some main factors, companies thrive. As digital transformation has expanded what companies can offer their clients, it's made the process easier in some ways and more complicated in others.
Every business benefits from finding efficient and effective ways to help customers go from point A to point B in their customer experience. CXM (Customer Experience Management) software is a modern technology solution to optimize the customer experience in the moments that matter.
There are numerous ways a business can benefit from a CXM. Some powerful benefits that elevate customer experience include on-demand optimized interactions and a 360-degree perspective on customers' activities for every touchpoint and roadblock they may face.
New CXM technology, like our CXMEngine, aggregates data, unifying information on interactions from any source inside and outside the organization into a single view. The data sources can include legacy systems, CRMs, and partner platforms. The more data fed into the CXM, the better the holistic view of the entire customer relationship. Plus, our next-generation CXMEngine delivers powerful benefits independently, with no CRM required.
Creating a customer-centric culture means caring for your consumer and prioritizing their experience. Tim Cook (Apple's CEO) states, "Our whole role in life is to give you something you didn't know you wanted. And then once you get it, you can't imagine your life without it." Apple is derived from a customer-centric culture and establishes genuine connections and security for its users. Your business can become the "next Apple" for your industry, but how?
As digital transformation has pushed ahead, more and more businesses must provide customer experience management across a device instead of in-person. When you do get in touch with a live person, they often can't help you with your specific issue. That can result in 1-800 ping pong, where a customer bounces from here to there while being asked to repeat their concerns over and over. You can imagine how frustrating that can become. Training a staff that can handle these issues with empathy and, more importantly, relevant knowledge to help customers on their first contact can lead to satisfied customers and strong business outcomes.
In today's hypercompetitive business landscape, it's more important than ever to personalize your customer experience approach. Customer experience is "how customers perceive their interactions with your company." In other words, it's how they feel about doing business with you. By employing a CXM that allows you to build customized journeys for different customer segments specific to their needs, you can personalize their experience. This makes a huge impact.
Your business is collecting data on your customers every day. This data is valuable! It can help improve your products and services, target your marketing, and increase customer loyalty. But this data is often siloed in different departments (sales, marketing, customer service, operations, core provider, etc.), and it can be hard to get a holistic view of your customers.
This is where customer data democratization comes in. Customer data democratization is making customer data accessible to all departments within your company and partners outside your company, as CXMEngine does. This way, everyone can use the data to improve the customer experience.
It's no secret that company culture significantly impacts employee productivity and motivation. But what many businesses don't realize is that company culture also has a significant impact on customer outcomes. Customer-centric companies are 60% more profitable than companies that aren't (Forbes). Customer-centric companies are more likely to retain their customers, attract new ones, and generate higher customer satisfaction.
Technology has always been a hot topic in the business world. Every other day, a new article or blog post talks about how important it is to invest in the latest and greatest technology.
The good news is that modern CXM platforms, like CXMEngine, do not require the re-architecture of existing systems. Especially for industries like financial services, which rely on their legacy systems already interconnected with dozens or more other systems, reengineering the tech stack becomes a chaotic, costly, and time-consuming project that can also be risky in how it affects the customer. The best technologies allow companies to make your business more efficient and effective without overhauling your entire operation.
As one OvationCXM expert explains, "don't change your tech stack... just change how your clients experience your tech stack!" How do you go about this process?
First, take a close look at your business and identify areas where new technology can make a difference. Maybe you need a better way to track customer data, or you want to use predictive analytics to understand how to streamline your buying journey. Whatever the case may be, a technology solution likely already exists to help.
Once you've identified where technology can help, start investigating options. There are many different types of technology available, so you'll want to take some time to learn about the different options and find the one that best meets your needs. Don’t assume that bolting CX functionality onto existing systems is the best answer. Usually, it’s a costly and ineffective solution to customer experience problems and delays creating true improvements and stronger business outcomes.
Finally, once you've selected the right CXM system, it's time to implement it. CXMEngine has simplified the onboarding of its platform with pre-built connectors to some of the largest partners in the world, like Salesforce, FiServ and others. Our low-to-no-code technology takes 30-60 days to get up and running. "What's the best customer experience method?" It's one question to consider, especially as businesses grow and add more touchpoints with customers. As we've seen repeatedly, the customer experience can make or break a company.
There are a lot of different factors that go into delivering the best customer experience, and there's no one-size-fits-all solution. Every business is different and needs to find the customer experience strategy that works best for them, not against them. Going about this discovery may be intimidating. You could search hundreds of websites and have mountains of books piled on your desk but still feel twisted in knots trying to answer the question, "what is the best approach?"
CXMEngine is a new type of CXM platform because it gives you the data and the tools to fix broken customer journeys in the moments that matter, preventing your customer from walking out the door. With CXMEngine, you can see in real time if a customer is stuck and quickly jump in to resolve the issue. By being there for your customers just in timeyou change the way they experience a complex ecosystem that will only get bigger and more complicated as digital transformation propels technological advances.
You can turn a negative experience into a positive one and turn a one-time customer into a lifetime business relationship. Get in touch today if you're looking for customer experience management software to help you serve your customers better and keep them your first priority.
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