How to create value in customer experience management?

Enterprises want to avoid simplifying customer experience management to optimization of UI and UE. The customer experience of e-channels is not limited to the e-channels themselves, and UI and UE optimization alone cannot fundamentally solve the problem of customer experience optimization. Customer experience management is based on a global perspective to improve the effective customer experience for the purpose, not limited to a certain means of implementation.

In terms of the specific methods of customer experience management, enterprises should sort out the whole process contact points of various users, quantitatively investigate the importance of the contact points that affect the behavior of various users, and find the defects, dislocations, and missing points in the business contact points on the basis of quantitative research and intervene.

In addition to the above-mentioned experience data collection process, Baseco CEM will also help enterprises build an internal and external experience management system on the basis of collecting experience, help enterprises improve internal and external experience (such as employee satisfaction, user satisfaction, etc.), and ultimately realize a series of business values such as sales volume and turnover.

If you have any needs for customer experience management, it is recommended to go to the customer experience management platform of Bestco for detailed consultation in order to get more professional help. Based on the overall customer journey, Baseline collects experience big data for government and enterprise customers, builds an experience insight system, and provides timely warnings based on specific customer feedback to help customers comprehensively improve their experience management level. Click here to start digital customer experience management.

The customer experience management system of Lingxianmeow comprehensively analyzes all the user experience data to obtain the common data of each group. Based on the above analysis, an experience profile with group characteristics and user characteristics is generated for each customer. In the follow-up service, based on the different experience files of each customer, we provide customers with a more targeted and personalized service experience.

In the past, a considerable degree of economic development depended on our demographic dividend, enterprises only need to seize the flow, improve efficiency can be realized, the huge consumer market makes the vast majority of goods only need to be "usable" and "useful". With the rapid development of the economy, the homogenization of products and brands is becoming more and more serious, at this time, who can provide customers with a better experience, will have a better chance to increase premiums, increase repurchases, and win customer loyalty.

Bayer, one of the world's top 500 companies, should be familiar to everyone, some time ago I saw a customer experience management case made by the customer experience management company Zhuo Si to Bayer on Donews, which just happened to be the main question. Around 2018, Bayer launched the door-to-door insecticidal TO C business "Bug Bye" in China, and began to do full-stack customer experience management with Zhuosi in the early stage of entering the market. Based on Zhuosi's omni-channel customer voice management platform, Bug Bye reclassified product categories and service models, optimized marketing strategies, and successfully increased Bug Bye's ROI by 600%, the average customer unit value by 110%, and the conversion rate from order placement to actual delivery increased by 78% in the past few years, which is quite amazing.

In short, customer experience management can be said to be a long-term customer value mining work disguised under the cloak of customer feedback, and its ultimate role is to redefine enterprise products and services, as well as production, operation, and delivery ......and even the entire business model, so as to truly transform the customer experience value into the company's operational capabilities, so as to create higher business value. You can go and consult.