As a new management mechanism aimed at improving the relationship between enterprises and customers, customer experience management not only embodies the “customer as the center” management concept, but also embodies the “customer as the center” brand design concept, service marketing concept.
Why do enterprises build their own customer experience management framework
In the book Customer Experience Management, Professor Schmitt puts forward the framework of customer experience management based on five steps of “analyzing customer experience world — establishing customer experience platform — designing brand experience — establishing contact with customers — committed to continuous update”, thus providing feasible ideas for the implementation of customer experience management
In the ultimate sense of enterprise operation, only improving customer value can increase enterprise profits, and customer satisfaction strategy only focuses on improving customer satisfaction.
Customer experience starts from the root of customer satisfaction and customer loyalty — experience, and further considers the influence of experience factors on improving customer value of different groups and the possibility of controlling these factors, so it is more conducive to the improvement of customer satisfaction and loyalty
How do enterprises build their own customer experience management framework
Experience of convenience
In order to provide customers with convenient experience, enterprises need to consider the following aspects:
First, from the perspective of time, the enterprise should be able to respond to the needs of customers in time, effectively use the leisure time of customers, to meet the requirements of customers to be able to trade at any time;
Second, from the perspective of space, whether it is the acquisition of information, the choice of trading place or service place, enterprises can take into account the various special needs of customers, so that customers feel very convenient;
Third, enterprises should also meet customers’ requirements for the convenience of the transaction process, so that the transaction process is simple and time-saving;
Fourthly, enterprises should be interactive and preventive when meeting customer requirements and solving customer problems, so as to obtain customer feedback information in time and effectively deal with unexpected problems.
Self-help experience
In customer experience, the theme of independent experience refers to that customers give enterprises the ability to solve problems independently. Customers like to enjoy the feeling of independent control in service and experience. According to Capterra, 90% of consumers expect the product side to provide a self-service portal, which attesting to the fact that customers are increasingly turning to self-help.
Knowledge experience
Rapid progress in today’s society, the pursuit of knowledge is also gradually become a potential customer for consumer products and services expectations, when buying a product, not only has an instruction, the enterprise should provide more other matters related to the whole product, because the customer not only need to learn the basic method of use, they also want to know about maintenance, identification of authenticity of skills, etc.
The same is true for services. In addition to providing fixed process services, if enterprises provide customers with unexpected information and suggestions, such as life knowledge, professional market knowledge, customers can naturally experience more joy and satisfaction.
Use Baklib to build the enterprise’s customer experience management framework
Convenient experience – 24/7 online help center
With Baklib, you can create your own help center page in 10 minutes. What you see is what you get, edit it at any time, publish it at any time, explain your products clearly, and better serve your users! Improve customer experience and guarantee full time service
Self-service Experience – Self-service help center
Baklib is a professional cloud-based help manual creation platform that helps enterprises design simple and practical self-service help centers.
Knowledge experience – Enterprise knowledge base
Baklib (www.baklib.com) can create enterprise knowledge bases online to help enterprises manage knowledge bases and display content to users on web pages through the knowledge management system. The editor supports multiple formats such as text, pictures, and videos, providing a rich channel for customers to obtain knowledge
