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4 Factors CIOs Consider to Devise CEM Strategy
It sounds too good to be customer-centric, but, it is not a quick-win sprint for sure. CIOs need not worry as the secret to customer-centricity is here.
FREMONT, CA: How good are European companies in delivering the customer experience that consumers demand? The latest studies paint a mixed picture saying European companies are well-aware of the importance of developing a customer-centric strategy. Customer experience management is quickly growing into a revolutionary corporate strategy among European firms. Although the perception of the customer always changes, most companies are under the impression that they know their customers well. In its midst, how can European brands turn around their performance to meet customer needs? The answer is a well-strategized customer experience management program. As decision-makers, CIOs must take proactive steps to make a successful customer experience management strategy. To ensure their efforts are on the right track, here are some of the essential things to consider when building their customer experience management program.
• Digital Tools
CIOs can make it a point to use digital tools as part of their ongoing customer experience management implementation. Digital tools can streamline communication, enhance customer service, inform customers, and track website usage to provide more insight into areas of business that should be improved. By combining digital tools with customer feedback and proactive customer service, firms can better understand their customers and enhance satisfaction. Project management tools, customer ticketing system, reporting and visualization tools, real-time chat, and virtual walk-through are some of the valuable digital tools CIOs can depend on.
• Business Objectives
When a firm sets out to implement a customer experience management solution, it should take into consideration the business goal of implementation. CIOs should have clear ideas of the functions the platform needs and the areas of focus. It is absolutely imperative to let the vendor know about objectives as soon as possible. The specific point CIOs need to clarify is the technical functions that the firm requires from the solution. Having this mapped out ahead of time allows CIOs to send a clear message of expectations and desired outcome to the implementation team so that a goal-oriented strategy can be developed together.
• Respectful Collaboration
It is foundational to have a respectful partnership between the active teams and customers, appreciating each others' effort, technology, and the last but not the least, customers. When a respectful relationship is in place, teams can communicate more effectively, where expectations can be clearly set, and ultimately, the customer experience management solution can be in line with promises and expectations. Building a healthy relationship opens up the channels of communication for both teams and makes way for positive experiences.
• Customer Feedback
Customer feedback is an important thing to be considered by CIOs, and requesting customer feedback is the easiest way to understand a customer's demands. It allows firms to improve customer experience, which ultimately benefits all customers. Picking the right questions for the feedback form can be a challenge, but the aim should always be to collect as much concrete, measurable, and actionable data as possible. It is recommended to give quick answers to questions to limit the time that customers take to complete the feedback form. Firms should be sure to provide customers with the flexibility to accurately convey the reality of their customer experience. CIOs can implement rating systems that offer a wide range of options that are not limited to a single answer. It is always better to keep track of the trends and begin to note ways of improving customer experience.
Implementation ultimately sets the tone of the entire customer experience program, so being intentional about the above factors will help CIOs kick start the process with confidence.
See Also: Top CEM Solution Companies In Europe