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Customer Experience Management: basic concepts you must know

01 de fevereiro 2 min. de leitura

Customer Experience Management is also known as CX, Consumer Experience, or Customer Relationship Management. It is about planning strategies for customer satisfaction, involving every touchpoint between a business and its customers.

Since every interaction between companies and consumers has the potential to generate some value, all of these touchpoints should be managed in the best possible way to meet customers’ demands and create excellent experiences along their journey.

Through the strategic management of Customer Experience, it is possible to transform the complete customer journey into a valuable experience. Under a CX approach, the business focus shifts from the product and service to the client.

Learn more about CX Management in this article.

What are the advantages of implementing Customer Experience Management?

Before deciding to implement Customer Experience Management, it is essential to know some of the key benefits this approach can bring to your business:

  • Increase credibility with your public;
  • Enhance customers’ loyalty to your products and services;
  • Strengthen your competitive advantages;
  • Reduce your costs;
  • Improve the quality of your products and services;
  • Optimize your resources;
  • Boost your revenues.

Why is Customer Experience important?

Considering all of these benefits, we can conclude that the c advantage of CX management is boosting customer loyalty. And as you may well know, loyal clients will keep coming back, giving you valuable opportunities for up-selling and cross-selling.

In addition, investing in Customer Experience can also help you to reduce costs. That is because retaining your clients is much cheaper than acquiring new ones. In the long run, cultivating loyal clients will be a source of continuous and increasing revenues without costly acquisition campaigns.

Keeping your existing clients happy can also benefit you with new clients. That happens through the so-called “word of mouth” – the best way to expand your customer base organically. The way to achieve that is to focus your business strategy around your customers’ needs. That is the goal of CX Management.

Putting CX management into practice

A few steps are necessary to implement CX Management in your company. Here are some of the most important ones:

  1. Get to know your customer;
  2. Make yourself present in the same channels your audience uses;
  3. Listen carefully to your customers;
  4. Map and understand each step of your customers’ journey;
  5. Cultivate a CX culture inside of your organization.

Optimizing CX management

Is your company already putting Customer Experience Management into practice? Then it is time to optimize it. And to do so, the most important thing is to put yourself in the shoes of your clients. 

Taking the best out of CX Management requires a thorough transformation of your organizational culture, putting customers at the center of every strategy and action. You must also explore the latest digital solutions to increase your knowledge of consumer behavior and create positive experiences at every touchpoint (learn how our CX and customer service consulting can help you in this strategy). 

Every company can benefit from expert advice to get started on this path. Get in touch with us and learn how we can help you prepare your organization for CX Management.


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