Customer Experience Featured Article

How Do You Gauge Your Customers' Experience?

 
May 02, 2014



The phrase “customer experience” sounds like something you’d hear in a movie trailer, but when it comes to customer relationship management, it is the hub of every business’s association with the people they do business with.


We live in a very social era, but not in a traditional sense. The Internet has connected us in several ways, and for businesses, that means being present in every medium possible so that the customers have options when they need assistance. This also means customers are wont to share information with their peers via the social Web, so much that it’s imperative for companies to be in every corner possible, helping the negative with a positive, and providing service that can outmatch the competition.

This is why businesses need their own assistance in the form of customer experience management solutions. While there are existing definitions of customer experience management, it comes down to customer data. This breaks down to how customers interact with the company and measuring customers’ perceptions of their experience. Integrating different types of customer data, such as purchase history, service history, values and satisfaction, are necessary for an effective customer feedback program.

Solutions like Exony (News - Alert) VIM-X have the ability to help organizations get ahead when it comes to improving customer gratification and loyalty. According to a recent company blog, Exony provides the ability to take data and turn it into actionable items, like helping agents better serve the customer’s needs and making cost comparisons between improving the customer service against a customer’s lifetime value. This kind of intricate data does more than just tell a company whether they’ve successfully put out a fire. Instead, businesses are armed with real information that provides a wider picture of the entire experience, right from the moment it happens.

Getting into the practice of collecting and analyzing customer feedback across business channels to measure and close the gap between the intended customer experience and the actual customer experience is certainly more than just your typical CRM solution.

Customer experience solutions like Exony VIM-X support the philosophy that providing consistently positive experiences will retain customers and improve the organization’s market position.

Ultimately, your business, like other for-profit ventures, is concerned with its bottom line. There is a clear correlation then between happy customers, increased sales and a thriving business. How are you measuring your customer’s experience? 




Edited by Alisen Downey

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