Guide To Managing the Customer Experience

Managing the customer experience is the process of organizing interactions between the customer and the business. It keeps track of the customer’s experience throughout the cycle of their relationship with the company. A good customer experience management system focuses on all the necessary points such as requests, call center operations, purchases and social media interactions.

Essentials of customer experience management

Managing the customer experience requires a company to have all the necessary factors that make up a good system.

· The experience should be exclusively defined by a customer and not the company. It should include their emotions, complaints, needs, expectations and favorable experiences with the product and the experience platform.

· The environment for interactions with customers should be efficient, pleasing and engaging. It will ensure that customers give detailed experiences at every level of interaction with the business. A company will benefit from having complete experience profiles that potential customers can scrutinize.

· Managing the customer experience entails inclusion of all aspects of a particular business such as financial aspect, operational, organizational and delivery. Customers should be able to describe all aspects of their interaction.

· Delivering promises. The business should execute all promises made to customers about the product or service and this will definitely be reflected in a positive experience report from the customer.

· A good CEM should allow measurement of customer preferences. It enables the business to track what customers value and what they don’t

· Proper timing. At every stage of experience, the company should be able to give the customer an appropriate message that will improve their further experience with the product. As such, a company should always keep tabs on its customers’ progress.

· Managing the customer experience involves articulate branding. Branding of a company’s communications, products, service centers and functionality should not be a one time thing. It should be in constant evaluation and upgrade to fit customers’ change of preference.

· Transparency is important. A business should always conduct transparent operations. Ensure that the customer sees through your motives, good motives preferably, in order to gain trust in the whole process.

· Maintaining brand loyalty. How is customer loyalty maintained? A company can only maintain loyalty by personalizing every interaction with a customer. Not all customers are the same, their perspective and expectations always differ. As such, a customer’s data should be properly managed in order to know how to deal with them at the right time in every level.

In a nut shell, the most important features of managing the customer experience are:

· Constant delivery of customer experiences. They should always be updated.

· Having properly trained staff to deal with customers directly.

· Personalizing the experience of customers.

· Tracking, measuring and analyzing customers’ emotions at every stage of interaction.

· Fulfilling promises made to customers. This means that any feedback given by customers should be taken in to consideration and acted upon ASAP.

· A company should always analyze customer experience from the customer’s point of view in order to make almost perfect deliveries.

· A well balanced CEM system should be created to cater for everyone.

Businesses should always be hands-on with their customers. This is the main focus of managing the customer experience that companies should employ.


Matthew is the Lead Author & Editor of CXperience Blog. Matthew established the CXperience blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Customer Experience.