Customer Experience Management clarifies your customers’ expectations, making the role of customer relationship management clear. The effects of great CRM touches all aspects of the business, from the product itself down to the user experience and everything in between. Let’s get down to the benefits of great customer relationship management.
1. Increased Positive Mentions Online
Before shopping or buying products for the first time, we now look online to compare features, prices, and locations for availability. Often, this will come in the form of reviews of the product, or the store in which it was bought.
Looking after the positive mentions online cannot be stressed enough. Thanks to the internet, a satisfied customer is now more likely to share her experience on social networking sites, and is eager to recommend your company to friends and family. Great customer service doesn’t only grease the wheels of trade, it replaces the transaction with a personal and emotional interaction that can result in online calls for an encore.
2. Better Products and Services
Empowering your customers with a two-way channel to talk about your store or product is a valuable part of your business. Use this to enhance the value of your offerings by adding or deleting items to make your company fit better with your market.
Involving the community in which you operate wins a place in their hearts and minds as a partner for their satisfaction. Taking in their opinion may save you unnecessary costs, or help you improve delivery of services and products, and even increase sales or discover new markets.
3. Smaller Marketing Budget
A customer’s experience can be louder than any advertising effort. By delivering customer satisfaction rather than simply goods or services, you minimize the need for stimulation with paid media. Sincerely communicating your company’s values and beliefs goes a long way in promotions, especially when competing for market share.
If your customers leave your store or website with a great experience, and later on, see an advertisement by a competitor, chances are they will come to you instead of your competitor because of the memorable quality experience of doing business with you, something that an expensive ad can only describe.
4. Employee Confidence
When you demonstrate the positive effects that great customer service brings, everyone wants to get in on it. Customers crave it, and employees are happy to deliver it. That’s because keeping the customer satisfied benefits the sales person in charge as well as the customer.
Pleasing the customer is addicting. It’s easy to get hooked on the feeling of changing a customer’s perception, or transforming a sale into an emotional connection. Make customer relationship management the ethos of your company, and you will see your employees become proactive in furthering the company’s goals.