Customer Experience Management (CXM or CEM for short) have recently raised as one of the top factors responsible for the geometric growth of many startups and entreprises.
While the processes and job descriptions of customer experience management worldwide is still very much flexible and not set in stable stones, one has to wonder what all the commotion is about.
Customer experience is defined as your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer life cycle.
As for customer experience management, in a pretty well summed up definition, its the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”
Customer experience management is about more than serving your online customers. It’s about knowing your customers so completely that you can create and deliver personalized experiences that will entice them to not only remain loyal to you, but also to evangelize to others about you – and that’s the most valuable form of advertising there is.