Customer Experience can hardly be called a buzzword; nor is it something that only “those guys in Customer Service or the Call Center” need to think about. It’s a top, strategic priority for businesses across the globe, and should be firmly placed within the corporate strategy. For many companies, the Customer Experience is at the heart of every business decision that is made, from product roadmap innovations to marketing campaign creation.
While increasing customer satisfaction has the power to create happy and loyal customers, an important asset for all brands, it can also directly impact the bottom line.
Brands need to remember that improving the customer experience doesn’t just mean asking customers to respond to surveys. Sure, that’s important, but companies also need to think about the holistic customer journey from start to finish and make sure they prioritize the customer touchpoints that matter most. For many brands, social media is one of the most heavily used channels for customer service and engagement, and customers prioritize it as a high-value touchpoint that brands need to cater to.
Customer Experience is a commitment that the entire business needs to rally around in order for it to be a concerted, successful initiative. When made a priority, effective customer experience can drive in loyal, satisfied customers who keep coming back. But, when the customer isn’t seen as a key stakeholder in the business, companies stand the risk of losing big.
Make sure your company realizes the potential of driving an effective customer experience initiative. Download our infographic of the top CX statistics for 2016 to share with your organization.
Serina Aswani is Manager of Content Marketing and EMEA Marketing at Clarabridge. As part of her responsibilities, Serina serves as the voice of Clarabridge’s customers, highlighting customer stories and sharing proven best practices for implementing successful Customer Experience Management programs. Serina also oversees content marketing strategy and PR for the Europe, Middle East, and Africa (EMEA) region. She is responsible for establishing Clarabridge’s position as an industry thought leader across EMEA. Serina holds a M.S. in Commerce, specializing in Marketing and Management, as well as a B.A in French and Studio Arts, from the University of Virginia. Read more from Serina on Twitter at @SerinaAswani