Service & Phase: Grow
Grow Phase Chapter 9: Brand Accelerator
Deliverable: Customer Experience Management
When it comes to winning over your customers, you may think things like price and product weigh heavily into the equation. But, more and more, how a customer feels throughout their journey with your business is the determining factor for success. Here’s how Customer Experience Management (CXM)—the process of surveying, analyzing, and enhancing every interaction a customer has with your brand—creates a winning experience for your customers and you.
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How Customer Experience Management Creates Growth
Did you know?
- 86% of customers are willing to spend more for a better customer experience.
- Businesses that focus on customer experience report 60% higher profits than those that don’t.
- 52% of consumers have switched providers because of bad service.
- 96% of customers say customer service plays an essential role in maintaining their brand loyalty.
- About 89% of businesses compete primarily on customer experience, versus more traditional factors like product and price.
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Key Outcomes from Customer Experience Management
Focusing on your customers’ experiences creates a win-win scenario for you and your customers:
Increase Your Revenue and Profitability
When your customers are happy, they’re more loyal. Plus, they’re more likely to spend more and more frequently. They’re also likely to recommend your business to their friends, bringing in new customers for you. Customer Experience Management fosters all of these factors, giving your revenue a healthy bump.
Build a Better Brand Reputation
Using customer experience tools helps you give your customers great experiences consistently. When this happens, they’ll share those positive stories with friends, creating organic promotion. Having a great brand reputation (especially when it comes to word-of-mouth from your customers) sets your business apart from your competitors.
Gain Insights, Get Innovative
Using Customer Experience Management strategies allows you to actively listen to your customers’ feedback to get valuable insights that you may not otherwise get. You can now make better-informed decisions and drive innovation in your products, services, and processes.
Why is Customer Experience Management important?
Creating better experiences for your customers has become one of the most important aspects of growing your business. Developing a stellar Customer Experience Management strategy allows you to:
- Really Get to Know Your Customers (And Their Behavior): These tools help you really dig into your customers’ behaviors and preferences at every touchpoint while giving them personalized experiences that earn their trust.
- Create and Keep Loyal Customers: Customer Experience Management tools give your customers made-just-for-you, positive experiences, making them more likely to stick around.
- Stand Out From the Crowd: In a world of price matches and copy-and-paste services, customer experience has become king. How a customer feels throughout their time with your business dictates loyalty and purchasing decisions.
- Measure Your Success: Using tools like a CRM for Customer Experience Management allows you to gather and analyze a large volume of data from your customers, giving you more visibility into how you’re doing, and helping you make decisions that will really resonate with your customers.
- Inspire Brand Advocates: Great customer experiences lead to happy customers, who then become brand advocates. When these ambassadors for your business share their good reviews with friends, family, and on social media, it’s often more effective than traditional advertising.
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Customer Experience Management is Part of Our Proven Process
Service & Phase: Grow
Grow Phase Chapter 9: Brand Accelerator
Deliverable: Customer Experience Management
Customer Experience Management is an essential part of our Grow services. As part of your Brand Accelerator strategy, our team develops a management system that optimizes your customers’ entire journey, from start to repeat purchases.
01 | Customer Experience Management Purpose
Having a strong Customer Experience Management system in place allows you to streamline and optimize every experience for your customers, in turn greatly benefitting your business.
Key outcomes:
- Increased revenue and profitability
- A boost in customer loyalty and retention
- Stronger brand reputation and advocacy
- Improved operational efficiency and streamlined processes
- Valuable customer insights and opportunities for innovation
02 | Customer Experience Management Process
The Big Red Jelly team helps you design a Customer Experience Management strategy that improves customer satisfaction while driving significant business growth and building lasting loyalty. The ongoing process starts with gaining deep insights about your customers, creating a strategy around those insights, and then continuing to build and optimize as your business grows.
Develop & Grow:
- Understand your customers
- Map their journeys
- Define your customer experience vision
- Develop your strategy
- Design and implement experience improvements
- Monitor, measure, optimize, and repeat
03 | Customer Experience Management Application
After you’ve implemented your Customer Experience Management strategy, expect your brand to get a boost: creating loyal customers, standing out from your competition, and even getting a bump to your revenue.
Customer Experience Management is a powerful investment for your business
Putting customer experience front and center benefits your customers, and, ultimately, your business:
Understand Your Customer Base
The first step in creating happy customers is getting to know them. Tracking their behaviors and collecting their feedback means you can make well-informed decisions for your business.
Customers Who Stick Around
Improving your Customer Experience Management increases the longevity of your customer base, and they’ll spend with you more frequently.
You’ve Got Fans
Not only do well-cared-for customers show brand loyalty and buy with you more, but they also become brand advocates. The more positive experiences you create for your customers, the more they’ll share the good news.
37
Customers who rate a company’s customer experience as “good” are 37% more likely to recommend the business to friends and 34% more likely to make repeat purchases.
84
84% of businesses that actively work to improve their customer experience report an increase in revenue.
71
Of Americans who make recommendations, 71% say that a great customer experience is the reason why.
People are Raving About Our Customer Experience Management Team
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Meet your Customer Experience Management experts
At Big Red Jelly, we use our expertise in Customer Experience Management (CXM) to help your business thrive. We’ll develop programs that not only allow you to understand your customers better but also enhance their every touchpoint to drive new business, boost your revenue, and create exceptional customer journeys.
Meet the Team
Why choose the Big Red Jelly team for your Customer Experience Management needs?
Big Red Jelly’s Grow team is your trusted partner for Brand Acceleration. With our varied expertise in Customer Experience Management, we will ensure every customer interaction is optimized, leading to real results like increased customer loyalty, higher retention, and enhanced brand advocacy. Our U.S.-based team uses award-winning strategies and tools to help you attract (and keep) new customers, boost revenue, and turn your happy customers into brand ambassadors.
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Learn how to improve your Customer Experience Management
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5 FAQs About Customer Experience Management (CXM)
What is Customer Experience Management (CXM)?
Customer Experience Management is the strategic process of surveying, evaluating, and improving every interaction customers have with your business. It involves monitoring each customer touchpoint to identify how you can enhance their overall experience.
Why is Customer Experience Management important for businesses today?
Customer experience has become a primary differentiator when it comes to competition, making it crucial for businesses. With similar products and pricing often available, a customer’s experience with your brand often dictates their choices.
How do I measure the effectiveness of my Customer Experience Management efforts?
You can track various metrics using feedback tools like:
Net Promoter Score (NPS): Measures customer loyalty and willingness to recommend your business to a friend.
Customer Satisfaction (CSAT): Measures satisfaction with specific interactions with your business or its products.
Customer Effort Score (CES): Measures how easy it was for a customer to resolve an issue or complete a task.
What are the key components of a successful Customer Experience Management strategy?
Understanding the Customer: Get insights into customer needs, preferences, and behaviors, often through data analytics and customer journey mapping.
Personalization: Tailor experiences and communications based on data from your customers.
Seamless Experiences: Provide consistent and smooth interactions no matter where they take place (online, in-store, phone, app, or social media).
Feedback: Actively collect and act on customer feedback from surveys, reviews, and social listening.
Proactive Problem Solving: Address potential issues before they impact your customers.
Is Customer Experience Management the same as Customer Service?
While the two relate and overlap, Customer Experience Management is much broader than customer service, encompassing every interaction your customers have with your business to ensure consistency and satisfaction.
Improve your customers’ experiences at every step. Contact our Customer Experience Management experts today.
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