How to View Customer Experience Management |
Posted: September 15, 2021 |
view customer experience is a very broad and comprehensive subject, and yet there can often be quite a bit of confusion as to what it actually is. Some businesses like to describe customer experience as simply the overall interactions between a consumer and a company over the course of their interaction. In this way, it seems that customers are always happy with a company. However, another view of the customer experience would be to consider it in terms of the overall views of all customers. This might be done by looking at how other consumers are viewing a product or service on social media channels like Facebook or Twitter. In my experience, customers who have gone to these sites in search of great products or services tend to be a little more objective about their experiences than customers who simply go on the Internet to "check up on people". The difference between objective and subjective is actually a rather unclear one. If we look at what we call customer expectations, however, we get a much clearer picture of what the difference is: customer expectations are what a consumer base is set for when they go into a shopping environment. They are the benchmark that any company will be measured against to see how well it is doing in meeting those standards. As such, customer expectations are directly tied to what customers find unpleasant about any given experience. Thus, any company trying to improve customer satisfaction will need to pay close attention to the way in which it meets its customers' expectations. What kind of indicators should a company use to measure how satisfied its customers are? There are a number of different ones. For one thing, an emerging trend in customer feedback is to use online reviews. Sites like Yelp! and Untappd can be particularly useful because they allow customers to leave feedback on places they have visited, as well as experiences they have had while there. Another indicator of how satisfied a company's customers are might be found through social media. Users of both Facebook and Twitter are quick to share their experiences with others, and they can also be used to track customer service. Social media users are far more likely than other consumers to complain about being taken for granted by businesses, so they can provide a particularly valuable lens through which to see how a business can improve customer experience management. Likewise, a company that is serious about customer service is likely to notice trends within its industry that indicate dissatisfied customers. For instance, a number of restaurant owners have noted a drop-off in menu variety over the past few years, something that could mean fewer choices for customers who appreciate local cuisine. How should a company go about getting a handle on its customer expectations? By paying close attention to the ways in which its customers are feeling about the way it treats them, a company can quickly find areas in which it needs to improve. It should also pay attention to how its customers are feeling about its products and services, especially when it comes to ordering them. A company can find that many of its customers have similar concerns, and it can make adjustments where it can to respond appropriately. To get a true grasp of how satisfied its customers are, all it needs to do is watch for the indicators mentioned above.
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