Customer Experience Management is Doing the Right Thing

Updated: October 08, 2010

As each one of us is a customer ourselves, we should understand customer experience management like the back of our hand. Yet, somehow customer experience seems a bit mysterious, and certainly has myriad definitions. Ultimately, customers make paychecks possible, so businesses exist to serve a customer need that results in a profitable revenue stream. Customer experience management is a dedication to serving customer needs from their perspective.

While I can't vouch for the advertiser of the above video actually practicing what they're preaching, I'll bet you as a customer would agree that customer experience

management must have these 9 qualities in order to consistently win your heart and a share of your wallet:

  1. Perspective: customer experience is defined entirely by the customer, not the solution provider.
  2. Preventive: customer experience gravitates toward the easiest and nicest methods to get and use solutions that address customers' needs.
  3. Duration: customer experience encompasses the point from which customers become aware they have a need until they say that need is extinct.
  4. Dynamic: customer experience evolves with the customers' context - the purpose and circumstances of their need, and overall experience reference points.
  5. Choice: customer experience is built on trust and mutual respect for variety; share of budget is more important than loyalty.
  6. Multi-faceted: customer experience is measured by functional and emotional (social and personal) judgments related to the customers' expectations.
  7. Operational: customer experience is shaped by all the contributors to an organization's processes, policies and culture, in addition to the physical product or service associated with the customer's need.
  8. Integrative: customer experience is impacted by the degree of alignment among departments, technologies, channels, etc.
  9. Anticipatory: customer experience is ongoing, where the present and future are equally or more important than the past.

From your personal expertise as a customer, would you agree to these descriptors of how to properly serve your interests? The customer's interests are the business' interests for the most successful companies. Compare your company's customer bill of rights with this list to double-check its customer-centricity.

Featured Research
  • Why Q4 is the Perfect Time to Invest in Video Conferencing

    If you’re currently relying on an outdated video conferencing solution - or if you don’t have one at all - you’re in luck. While any time is a good time to invest in video conferencing, Q4 may be the best. One big reason is that Q4 is when you can get the best deals, but there are also other important factors like increased access to seasonal employees. more

  • 8 Ways to Get More From Your VoIP System

    Many businesses adopt VoIP to take advantage of the cost savings without spending enough time reviewing the features and benefits made available by different solutions. If this is true for your business, there’s a good chance you could be getting more from your VoIP system in the form of even lower costs or improved employee productivity. You may even find that your current software offers features that you aren’t taking advantage of! more

  • Best ERP Features and Benefits for Your Business

    Are you considering investing in ERP software for the first time? Or maybe you already have an ERP solution but you’re worried it’s becoming dated. If either of the above apply to you, read our latest guide on the top ERP features and benefits based on the size of your business. You may be surprised at how versatile and cost-effective it is becoming - regardless of if you own a small business or run a large enterprise. more

  • 9 Spooky Signs You Need a Contact Center Upgrade

    When was the last time you evaluated the performance of your current contact center and the software you are using? The results may be frightening! If it’s been awhile since you invested in contact center software, there is a good chance that your needs have changed or that there are better options available now. Fortunately, it’s relatively easy to determine if you need an upgrade or not. more

  • 7 Ways the Wrong Phone System Can Haunt Your Business

    The wrong phone system could be haunting your business - and we’re talking about problems more serious than ghosts and ghouls. From increased costs to issues with scaling, we’ve identified seven important ways that a less than ideal phone system could be holding you back. You’ll be surprised at how much of a difference this can make to your bottom line too. more