Value Chain

Performance

Customer Service

 

Customer Experience Management (CXM)

Improve all interactions with customers

Vadim Kotelnikov

Vadim Kotelnikov, founder of 1000ventures - personal logo Vadim Kotelnikov

I-Creator

   

   

Customer Experience Management, CXM approaches methods

 

Customer experience management (CXM) is the process that companies use to oversee, track and improve all interactions with a customer during the entire customer journey.

It starts with empathizing with customers during the design thinking stage and co-creation of value innovations in partnership with customers during the entire value creation journey.

 

 

 

 

 

Towards Greater Customer Experience

Although most businesses state that they offer a "great customer experience," this contrasts with most customers expressing dissatisfaction with their experience. To meet the demands of providing an exceptional customer experience, companies must be able understand customers’ perception of value and deliver it consistently.


Example: CXM at a Furniture Shop

 

Service-Profit Chain

Customer Service as a Differentiator

Obstacles

Continuous Improvement

Customer Feedback

 

 

 

Customer Experience Journey as a Love Story

 

Designing Customer Experience Journey

 Start designing the customer experience journey with creation of a powerful first impression. Market your products empathetically. Sell outstanding benefits and solutions to customer problems. Build harmonious relationships with customers. Use win-win approach to resolve conflicts, if any. Strive to exceed customer expectations.

 

 

 

 

 

 

Customer Experience Management - cross-functional collaboration

 


Holistic Cross-functional Approach
Building great customer experience requires a holistic cross-functional approach, involving CEO commitment, business design, brand appeal, customer-focused value-creation culture, entrepreneurial strategies, integration of technology and continuous company-wide effort. Recognize CXM as the future of marketing, sales and customer service. Use this approach to adopt the mindset of the customer and anticipate customer needs. Play simulations games, like INNOBALL, with emerging challenges and opportunities not just to make a project more successful, but also to turn anticipation of new customer needs and creation customer-focused innovations into a winning habit.

 

 

Customer Experience Management Customer Experience Business Design Brand Equity Competitive Differentiation Innovation Portfolio Strategic Improvoments Add More Value Customer Service Product Innovation Design Thinking Strategic Design Thinking Vadim Kotelnikov Customer Experience Management - transactonal and strategic improvement

 

Optimizing Customer Experience
The aim of Customer Experience Management (CXM) is to ensure that customers are completely satisfied – or more than satisfied – in order to gain their loyalty and to turn them to repeat customers and brand ambassadors.
The interest in CXM is increasing because businesses are looking for competitive differentiation.[
To ensure CXM accuracy and to make the best use of it, the customer journey must be viewed from the actual perspective of customers, not the seller.
Two CXM Levels: Strategic and Transactional
At the strategic level, CXM depicts a business strategy designed to manage the customer experience, to give strategic benefits to both sellers and customers, and to increase the firm’s brand equity.
At the transactional level, CXM can be monitored through customer feedback, surveys, targeted studies, or observational studies. It captures responses of customers to their encounters with the brand or company that can be used to quantify the cost of inaction on customer experience issues.
Brand Ambassadors
The role of a word of mouth form of marketing grew exponentially due to exponential growth of social media. You must amaze your existing customer and exceed their expectations to turn them to your ‘evangelists’ – people who talk about their customer experience with great enthusiasm

 

 

 

 

 

 

User Experience Design

For some soft creations, like websites or educational resources, user experience design is a continuous improvement journey... More


Make Online Payments Easy for Customers

 

Create Greater Value Online

 

 

 

 

Vadim Kotelnikov advice quotes

Love for customers is the springhead of the cascade of innovations and the river of revenues >>>

Vadim Kotelnikov

Vadim Kotelnikov, founder of 1000ventures - personal logo    Business e-Coach    Innompic Games icon

 

 

 

Konosuke Matsushita advice quotes

After-sales service is extremely important; it is through such service that you get permanent customers >>>

Konosuke Matsushita

Panasonic

Michael Dell advice

It's our goal to know our customers' needs as well as or better than they do.

Michael Dell

Dell Inc.

Jeff Bezos story lessons quotes

We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.

Jeff Bezos

Amazon

Manisha Acharya, India

Business Incubator: Creating a Wonderful Experience for Tenants

Manisha Acharia

India flag