Customer Experience

Category Description

Sep 15, 2021

What is Customer Experience Management?

by Gordon Polovin

Customer experience (CX) is a modern-day marketing focus. It recognizes that keeping your customers engaged and satisfied with your product or service is crucial to profitability. Numerous online and offline touchpoints keep the process moving forward in every customer journey that culminates in a memorable customer experience. It begins when prospects think of satisfying a need, but it doesn’t end when the cash register rings. There’s much further to go. Once a customer has engaged your offer, you want them to buy and buy again as a sign of brand loyalty. Customer experience management (CXM) deals single-mindedly with ensuring that all the customer touchpoints remain positive. The idea is to keep the customer on track with no complaints once they start using the product. CXM depends on a digital system that piggybacks onto the customer experience as a principal ROI influence. The real-time omnichannel emphasis within CXM aims to retain as many customers as possible. Moreover, sound CXM has the power to prevent disruptions from derailing the customer journey and allowing competitors to pull brand loyalists away. Why is customer experience management crucial to business success? Management often confuses public relations (PR) and customer relationship management (CRM) with CXM. Indeed, CRM and PR are vital pieces of the customer experience management strategy, but they’re only contributors to a far more extensive way of thinking. CXM embraces methods of: Personalizing your connection with customers by “humanizing” technology. Understanding customer behavior from many viewpoints, and segmenting markets psychographically in some cases. Determining […]

Read More

4 min read

Customer ExperienceEffective Seasonal Marketing: Falling for the PSL PhenomenonWhenever August comes to an end, the talk in many of my circles centers on one thing: the pumpkin spice latte (commonly referred to as...

4 min read

Customer ExperienceTravel, Reinvented: Top Travel and Tourism Trends to Keep in MindFor some countries, travel is opening up, and with it, new concerns around what the future of travel will look like. The pandemic all but...

2 min read

Customer ExperienceWhy Engage in Partner Marketing?You see it all the time on social media—an #ad by an influencer you follow, or a sponsored read by a content creator in a...

4 min read

Customer ExperienceHow to Create More Useful Buyer Personas and Avoid 5 Costly MistakesBuyer personas help you understand your audience and adapt your marketing efforts to the preferences of your ideal customer. Properly built, buyer personas will reveal...

5 min read

Customer ExperienceCustomer Loyalty Programs: A Crucial Part of ROI-centric StrategiesLet’s face it, when all is said and done, sales revenue is the lifeblood of your business. Without sales, there’s nothing to talk about —...

6 min read

Customer ExperienceBuilding Customer Value to Sustain Company ProfitabilityBefore we get into customer value, we should address the difference between a customer and a consumer — the two are not always the same....

5 min read

Customer ExperienceTypes of Statistical AnalysisBusinesses far and wide regard digital data as their most valuable asset in competitive markets. It implies that survey software and statistical analysis of historical...

4 min read

Customer ExperienceUnlock Segmentation: Dive into the Details to Elevate Your Customer ExperienceWhat really clicks with your customers? What makes them choose you over the competition? There is no dearth of options in the market — no...

5 min read

Customer ExperienceThe Importance of Omnichannel Consistency in Customer ExperienceA customer experience that is consistent across all channels has been shown to lead to an increase in loyal brand ambassadors, positive product reviews, and...

4 min read

Customer ExperienceReasons to Celebrate: August Is…Looking for reasons to celebrate? You might find them in unexpected places! As updates, changes, and challenges roll in, we’re all working to stay balanced....

2 min read

Customer ExperienceWhy Focus on HR and Marketing Alignment?There are so many stories out there about the importance of alignment between marketing and sales. But there is another necessary organizational partnership that often...

3 min read

Customer ExperienceThe Perception Gap: Getting from Expectation to RealitySure, sales numbers matter, as do those key CX metrics you’ve been measuring (right?). But that’s not all. You need to take a step back...

4 min read

Customer ExperienceCan We Measure the ROI of Improved Customer Experience?As many as half of CX leaders are not properly able to quantify the impact of customer experience on crucial business metrics like revenue or...

5 min read

Customer ExperienceThe Season of Churn: Pandemic-influenced Consumer AttritionThe COVID-19 pandemic was a B2B and B2C upheaval that made traditional marketing and organizational protocols look obsolete almost in the blink of an eye....

5 min read

Customer ExperienceThe Future of Events in a Post-Pandemic WorldGatherings (big and small) are among the pandemic’s serial victims, spreading across sports events, conferences, celebrations, concerts, and more. For example, during the height of...