Make #CXDay a Reminder

By: Kate Zimmerman

October 6, 2015

C3 Europe 2016
customer experience
customer experience management

What is CX Day? I’ve been wondering that a bit myself recently, especially with the recent surge of creating a day for just about everything on social media. National Coffee Day? Dunkin Donuts is on board! National Chocolate Chip Cookie Day? Cue Nabisco’s excitement! National Wiggle Your Toes Day? Now things are getting out of hand…

However, I think the appeal of these days (and the reason why they exist) is to remind us of the things that we love in our everyday lives and sometimes forget about. As customer experience management (CEM)is becoming a more widespread practice, it’s also becoming a bit of a buzzword. And, as is true with many buzzwords, it can be thrown around a lot without anybody really understanding it.

CEM can be defined in many different ways, but at its core, it is the practice of managing and improving an organization’s customer touchpoints and interactions. By combining technology, strategies, and resources, companies can significantly improve customer satisfaction and loyalty, ultimately leading to increased revenue.

But does customer experience really deserve its own day? I may be biased, but I wholeheartedly think that it does! At its core, the purpose of CEM is to make your customers’ lives better—to make it easier for them to receive help when their cable goes out. It remembers their bedding preferences at a specific hotel. It creates a better shopping flow at the grocery store. It replaces a lost item, free of charge and with a smile.

Forrester has recently placed emphasis on emotion as part of the customer experience—and I think they’ve hit the nail on the head. Understanding the emotions that your customers tie to their experiences with your brand is the best way to make sure that their experiences are positive. The core of Clarabridge’s product is just that—sentiment analysis aims to truly understand how your customers feel and empower you to take action based on those insights.

Not only does CEM make life just a little bit better, it also helps your bottom line. While I wish we were all in the business of making people happy (which, I think you could argue that we are), you have to make sure that your investments in CX will help your business. Well, knowing that 55% of your customers will pay more for a better customer experience is a good place to start.

So, take a moment today to remember why customer experience is so important. It’s more than just a buzzword—it’s the ability to make people happier. And why would anyone not want to do that?

Kate Zimmerman is a Product Marketing Associate at Clarabridge. Kate focuses on building content that supports CX efforts, product marketing, analyst relations, and has become an industry expert in Customer Experience Management. Kate holds a B.A in Politics from the University of Virginia and can be found on Twitter at @kmzimm.