6 Keys To A Successful Customer Experience Management Program
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Customer experience leads to increased Customer loyalty, lower churn, more referrals and positive word of mouth publicity and higher value customers.
It’s no surprise that in recent years, customer experience management has emerged as a key strategy for organizations across a wide variety of industries. Marketers and executives worldwide have also embraced various approaches to measuring, analyzing, and improving the customer experience .
Here are 6 keys to help you get it right.
-Ensure the involvement of key decision-makers across departments
-Map the customer journey
-Identify and monitor feedback sources and Voice-of-the-Customer data
-Measure customer experience both quantitatively and qualitatively
-Report the right information to the right people at the right time
-Act on insights and respond
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