We’ve been writing a lot about customer experience and customer loyalty, over the past couple weeks. We even released a white paper called “Increase Customer Loyalty By Creating Exceptional Customer Experiences.” So, it seemed fitting to focus on articles about customer experience.
Customer experience management (CXM) has been (and still is) a hot topic for discussion. How do you do it? Where can you start? We’ve got the resources to help, and here are some articles that do a great job digging into the CXM challenge…
The Year Customer Experience Management Comes to SMBs – This is a great interview, with the Entrepreneur-in-Residence at Medallia, about the CXM challenges that SMBs must face. SMBs don’t have the deep pockets to throw money at improving customer experience, like industry giants do. But, customer preferences are shifting. Long-embedded brands aren’t worth as much as positively reviewed customer experiences. Smaller guys can compete on the basis of customer experience. This interview makes the point that it’s time for SMBs to invest in technologies that improve their customer experiences. Obviously, we agree!
Customer Experience Has To Be the Key Differentiator For Companies – Diane Magers, Customer Experience Executive at AT&T, shares what it takes to embed customer-centricity into your organization. She sums it up in six key words: “Integrate, Leverage, Orchestrate, Engage, Enable, and Empower.” One article certainly isn’t going to tell you everything you need to know to accomplish these. But, it’s important that all businesses (big and small) acknowledge that differentiation on price or (in most cases) product, is not enough. Customer experience is the only way to stand out in a crowded market.
Three Insights on Customer Experience… – In this article, Econsultancy shares insights from a new report entitled “Retailer’s Imperative”. What’s noticeable (though not that shocking) is that two of the three things they claim retailers should be doing are around integration. You must integrate your CXM technologies to architect a multichannel journey (the author uses the term “multiple touchpoints”). We aren’t the only ones beating this drum.