The level of satisfaction a business’s customers feel with the service they receive has a significant impact on the company’s bottom line. A Customer Experience (CX) manager is necessary because most customer experiences are dispersed across different departments and activities, and this makes it difficult to centralize and optimize the many ways in which customers interact with a company. The CX manager’s top priority should always be making the customer happy and keeping them as repeat customers, whether they shop with you online or in person.
A CX manager acts as a liaison between the company and its customers to guarantee a positive experience at every point of contact.
Daily Workflow of a CX Manager
A successful manager of the customer experience typically sees an uptick in customer satisfaction, loyalty, and referrals. The idea behind this came from the fact that CX managers are typically involved in the backend of everything from websites to customer relationship management systems to live chat software to customer surveys to video shopping tools. The team is keeping an eye on sales and metrics to determine where friction exists in the marketing process and where it can be optimized.
A CX manager will analyze the situation by looking at the data and the feedback from customers to see where there are gaps. After analyzing customer behavior, appropriate adjustments are made to the customer’s experience. The goal of these adjustments is to enhance customer relationships by allowing the company to better meet the needs of its customers in advance of their next interaction with the company.
Age, demographics, and gender are just a few ways in which data analysis can help divide a brand’s audience and inform targeted marketing campaigns. The CX manager is also accountable for leading the customer service department and instructing the team on the best practices for dealing with customers.
Importance of Customer Experience in Customer Retention
People always want more of what they like. If you provide a positive experience for a customer, they are more likely to return and tell their friends. The following are examples of elements that demonstrate or improve customer service:
- Being met with courtesy from the staff
- Receiving clear information
- Making information easily available
- Tasks requiring minimum effort to complete them
- Minimal time of delivery for goods and services
- Seamless shopping or customer experience
When you give your customers a better experience, they are more likely to buy additional products from you, spread the word about your brand, and boost your stock price. Boosting sales from 25% to 95% only requires a 5% improvement in customer retention.
Challenges and Blind Sides For Customer Experience Managers
CX managers may encounter roadblocks due to a lack of data while working to enhance their clients’ customer experiences through clienteling and the creation of new programs. As an example, we have data that is either poorly organized or simply no longer available. The CX manager is more likely to make a mistaken assessment if the market data they’re using is out of date and doesn’t reflect the complex and ever-shifting nature of the market.
Without reliable information, it’s also hard to comprehend the customer’s habits and routines. Do you have an omnichannel solution that integrates all of your customer touch points into one central hub? Or are you putting in the effort to manually establish associations between the various software types?
Managers of customer experience (CX) must have access to resources that help them connect with their clients’ customers.
Even if you have the best tools for customer service in place, it can be a huge pain to link all of the customer touch points that exist on different systems together. This is what makes it so challenging to keep track of the entire journey and experience and collect the most accurate data. As a result, CX managers are often only privy to incomplete information.
And for most businesses, the idea of constructing and honing an efficient customer experience group is met with internal resistance because of the group’s difficulty in directly linking its efforts to a positive return on investment. Yes, but suppose you could. If your CX team could match the omni-channel customer service provided by the market leaders today, what would happen?
Customers expect to be able to peruse your website and gather information whenever it is most convenient for them. They’d like to check stock levels before buying, view textures and details they can’t see in person, and make purchases online after visiting your stores. This implies that your online systems should function in unison, so that your customers can have the same positive experience in your virtual shop that they would in your physical shop.
Tailoring the experience to each individual customer is another key to success when it comes to customer service. Personalizing the service for each individual customer can be challenging without the right information. Establishing reliable metrics or a reliable system for monitoring the improvement of the customer experience can be challenging.
Integrating Omnichannel Customer Experience Technology in CX Management
What else could a customer experience manager be doing each day? In the retail industry, the dispersion of pertinent data can seriously hinder the CX managers’ ability to do their jobs. That’s why it can make all the difference to provide a CX manager with cutting-edge software and hardware. Integration of the data analysis process usually necessitates a wide variety of tools and programs. Powerfront, however, has a solution that combines all of these features into one program called INSIDE.
In order to provide high-touch, personalized service via the channel of choice for their clientele, Gucci adopted an omnichannel customer service tool that revealed customers’ preferences and purchasing patterns.
Neiman Marcus discovered an enterprise live chat software that gave their team the opportunity to up their customer service game. For the first time, they can provide their online customers with an experience that is on par with a face-to-face meeting.
INSIDE is a versatile app for proactive communication with customers that can be used on desktop computers or mobile devices.
Using INSIDE, both back-end customer service and front-end in-store salespeople can better interact with online shoppers by chatting with them via video call, tracking their browsing activity, and demonstrating products to them in real-time. It’s like shopping in the store, but at the shopper’s leisure.
This allows stores to equip their in-store staff to continue making sales and provides online shoppers with the same helpful, friendly, and opulent experience they would have gotten if they went to the store.
Benefits Of Using INSIDE
The CX manager’s core concerns are minimizing friction points beyond their control, discerning what the customers’ sentiments are, and filling in the gaps in the customer journey and services. Understanding the customer’s perspective and acting on it is made easier with INSIDE. The customer’s online experience is enhanced, and a journey map can be created for use in forecasting or collecting data.
Kiehl’s and Lancôme have seen a 430% increase in conversion rates since implementing INSIDE in 2018, thanks in large part to the companies’ use of the tool’s live chat and proactive chat features.
It makes it simpler for VIP and tier 1 customers to obtain these services. Customers’ needs and wants are communicated to you directly, and you get to act on them. Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Churn Rate, Customer Retention are also increased with the use of INSIDE.
INSIDE is the only product available that provides a 360-degree view of the customer experience across all channels and connects sales and support staff with customers in real time, regardless of the channel or device they are using. Join many companies using proactive chat and video solutions for their company, such as L’Oréal, Gucci and Staples.