Shaping the Experience to Meet Customer Needs and Business Goals
Understanding your customers, their preferences, and what drives their behavior can give you a competitive advantage – providing valuable insights that you can act on to meet both customer needs and business objectives. For example, many businesses are responding to customer preference by offering more channels of communication; one study shows 56% of companies use at least five different channels to engage with their customers. *
Customer Experience Management (CEM) is a strategy for gaining a 360° view of the customer experience and effectively managing interaction with customers across the entire business. Best-in-class adopters of a CEM program have a customer retention rate of 82% compared with a 77% industry average, as well as year-over-year improvements in response to customer inquiries, customer lifetime value, and customer satisfaction. **
As the front line of communications, the contact center plays an extremely important role in understanding and shaping the customer experience – integrating feedback, analysis, and engagement technologies to help improve business performance and customer satisfaction.
Do you need help effectively integrating CEM into your contact center to mange the customer experience across your entire business? The contact center specialists at NACR have the knowledge and skills to not only help you understand the customer experience but also use that knowledge to increase revenue, build market share, and attract and retain more customers.
For more information, download this document – NACR – Customer Experience Management in the Contact Center.
To speak to a Contact Center Specialist today, contact your NACR NAM or click on the Contact Us button to the right.
* Aberdeen Group, Customer Experience Management: Using the Power of Analytics to Optimize Customer Delight, January 2012, p. 16.
** lbid., p. 2.