Why is customer experience management important?

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Insufficient omnichannel support. This second point is related to the previous one: if brands are not able to listen to customers on all the channels where they are most likely to intercept them, they cannot gain reliable knowledge about their wants and needs. Furthermore, customers who do not feel listened to are more likely to switch to a competitor.

Presence of information silos. The team that implements customer experience romania whatsapp resource management actions must transmit the information collected and processed on the customer journey, making it understandable, to all the departments involved, from sales to marketing to customer service to project managers. Only in this way, by identifying the customer's priorities and sharing them, will it be possible to create experiences perceived as relevant.

Customer experience is, let's repeat, the set of perceptions - or even better the final perception - that a customer experiences while interacting with the company. This perception can be determined by a variety of factors, from the tone of voice chosen by the brand for the texts on its website to the ease found in completing a transaction, from the effectiveness of the conversation with a customer care operator to the resolution of a problem through chatbot, from the quality of the in-depth analysis of a multimedia content to the degree of customization of a video. Generally, the perceived value relating to the single interaction depends on the timeliness and completeness of the response given by the brand to a specific question, even if unexpressed by the user, from the degree of satisfaction of their expectations, from the ability to keep the relationship alive thanks to subsequent follow-up actions.

Customer experience management, by consistently managing all the actions that contribute to building the customer experience, contributes significantly to the success of marketing actions and sales activities in general. The real competitive advantage is given by the voice of the customers , which resonates in the data collected and which provides a model on the basis of which it is possible to design more timely, useful, significant initiatives.