Steps to Use to Achieve Stellar Customer Experience Management
Customer experience is breaking out of it's traditional in-person,on location model. Social media has given people another way to interact with each other and is a great way for businesses to interact with,and get feedback from their customers about the job they are doing.
A recent blog post on customer experience management said that while more than 85 percent of businesses had adopted social media as part of their marketing and engagement strategies, less than 15 percent of them can call them fully fleshed out and mature.
The author summarized what great social customer experience management meant and described in detail how those steps might be carried out. The six steps he said companies should follow to provide stellar user experience platform management include:-
Identifying the proper channels is crucial for good customer experience management because it will not make sense for every company to interact with customers through every social media channel out there. Retailers and companies with highly visual products, for example, may want to share photos through an image-rich service; a restaurant or concert venue might like to engage its customers with check-in specials.
Goal setting is equally important. Any company that has ever jumped in to social customer experience management without first setting concrete goals and milestones to reach along the way knows how frustrating and pointless it all can seem after even a short time. Having objectives that make a staff's efforts measurable and the results more tangible will make the entire program more worthwhile.
Businesses should also be sure to remain consistent in their efforts. Some are quick to adopt the latest new technologies and jump on to every platform that becomes available, and it can be easy to abandon other strategies in their wake, even those that may have been working well beforehand. If a company chooses to create a blog or establish a presence on one of the many social networks out there, the posts and engagement should keep rolling until the customers have indicated otherwise. Few things turn customers off more than being ignored or forgotten, whether they are in the store or seated at their computer.
Which leads to the final point: Companies hoping to find success through social customer experience management would do well to remember that, in the end, they are still dealing with real people -- even if it is "only" through a computer -- who will ultimately decide their business' success or failure. Good social customer experience management focuses more on the customer than on the social.