The other night, I tried to explain to my wife how the turbochargers in my car work. About two minutes in, her eyes were glazed over so much it looked like she had cataracts.
Which brings me to my point: Some things can seem complicated.
Perhaps unsurprisingly, customer experience comes to mind as an example. Many business elements can affect the overall experience a company provides. And at any given moment, a customer’s experience can be informed by abstract factors like emotion, expectation, or practicality. If that wasn’t complex enough, there’s a world of ambiguity in how your business can actually impact such factors.
Customer experience management solutions are powerful tools for any business. Let's go over three reasons why:
1. Customer experience management solutions help focus your energy.
Analysis paralysis is a common problem we hear from prospects. In some cases, companies are tracking customer experience metrics and collecting feedback, but they’re unsure what to do with that data. (Or perhaps they’ve gotten used to improving their metrics, only to plateau.)
You see, after the easy stuff, driving continued improvement can be tricky. A strong customer experience management solution can help you prioritize your to-do list, so you can get past analysis and get to work improving customer experience.
2. The best customer experience management (CEM) solutions make taking action clear.
CEM solutions are designed to reveal actions you can take to improve customer experience. By helping companies focus on action, CEM solutions can help gain traction on improving individual customer experiences as well as the aggregate customer experience. (For more on this, check out my last post.)
If you’re tired of questioning your actions and their impact on the customer experience, a CEM solution might be something to consider.
3. CEM solutions operationalize the voice of the customer.
A customer experience management solution can spur organizational change. If actions are clear, everyone involved in delivering the customer experience can contribute to improvement.
Continuous listening to the voice of the customer (i.e., customer feedback), isn’t what transforms business—it’s your ability to respond that matters. Good CEM solutions keep you focused on improving response, so you keep improving your customer experience.
If you're looking for more customer experience insights, make sure to subscribe to our blog! You can also check out our ebook below, which takes a look at a core phase of the customer experience you may not have considered:
Thanks for reading, and we'll see you soon.
Posted on 03-14-2016