Why should CEM be the #1 focus of your organization?
Posted on Wednesday, September 19th, 2012
A recent report by Customer Management Exchange Network explored the primary challenges facing Chief Customer Officers, VPs and Directors of Customer Experience from across the US, UK, and the rest of Europe. Not surprisingly, the results showed that their greatest challenge is Customer Experience Management with 61% of respondents stating that this is currently their area of focus within their organization.
In recent years, there has been a boost of interest in customer experience among retailers because they know they can no longer compete on price alone. Today’s retail market has become highly competitive as customers are offered more shopping options both online and in-store. From years of working with a wide variety of retailers, at Empathica we certainly know that for retailers to differentiate themselves from their competitors, they must provide superior customer experience in order to strengthen customer loyalty and ultimately increase sales.
To generate the highest customer loyalty possible, retailers must listen to their customers every day, in every location and constantly improve in the areas that are most important and differentiating to them. For example, have you thought of adding a brand advocacy program in conjunction to a CEM program? An Advocacy Management program can help you rescue dissatisfied customers before they drop the brand altogether because they have the biggest potential to become brand advocates if they have their problems addressed properly. It can also help you identify those happy and satisfied customers – which are probably the majority of your customers anyway, and convert them into active brand advocates through their social networks.
Is the voice of your customers being heard? Visit our retail section and learn how we can help you collect customer feedback that can be turned into actionable information.
This entry was posted in Featured Resource Why Implement a Customer Experience Management Program and assigned these Tags: active advocacy, advocacy management, Brand Advocacy, Brand Advocates, CEM, customer experience, customer experience management, Retail, retail customer experience. Bookmark the permalink