So it looks like word-of-mouth is king when it comes to generating customer loyalty and profits for your business – especially because your customers don’t just talk about you in person or over the phone. They’re sharing their experiences with your business online: on social media, review sites, help forums and more.
What can you do to ensure that you’re giving customers an awesome experience along the customer journey? SurveyMonkey makes it easy with our customer experience management (CEM) software, which is designed to give you the customer insights you need to manage the customer experience at every customer touchpoint.
Customer experience management (or CEM) is a system used by companies to track, oversee and respond accordingly to all customer/business interactions – so companies exceed customer expectations in order to increase customer satisfaction, loyalty and advocacy.
Essentially, CEM accounts for a company’s awareness and understanding of its interaction with its customers at every touchpoint – whether your customer is encountering your product or service for the first time because of an online review or seeking assistance from customer service representatives. All of these company-customer interactions form the overall customer experience (CX) – or a customer’s general impression of your brand.
When your company invests in nurturing and managing the customer experience, it benefits your business externally and internally. Of course, your external benefits come in the form of the positive word-of-mouth that generates customer loyalty (and profits).
And because your customer experience strategy spans every department and team in your organisation, using a customer experience management platform encourages company-wide collaboration and alignment on company objectives, and provides your business with standard metrics that you can use to benchmark your progress.
Customer relationship management starts before your customers walk through the door – or find you online – and continues after they have purchased your product or service. That’s because you want to make sure they think of your company when their friend, family member or colleague asks them “Which company would you recommend?”. Here are some ways to learn more about improving the customer experience.
Find out whether consumers are talking about you – and their overall impression of your business. Use branding surveys to understand whether or not you’re missing out on your target market –and where you can make changes to your overall brand strategy to attract customers.
Who better to help you develop your products and services than consumers? Send out market research surveys to collect consumer insights – so you can ensure that your products and services are meeting their needs. You can even get potential and current customers to help you choose the right marketing messaging and brand pillars with concept testing surveys.
Send customers follow-up customer satisfaction surveys to see whether your customer service team resolved their issue to their satisfaction. Or to find out how well their needs are being met online or in your store.
There are lots of moving parts involved when it comes to customer experience management. But with customer experience management software, you can focus on optimising the customer experience instead of worrying about how to standardise the customer relationship management process.
Let SurveyMonkey manage the overall customer experience for you – so you can focus on giving customers the care they deserve.
Do you want to know what your customers are saying about you? Customer satisfaction surveys can help you find out what people think of your company, obtain feedback about customer service, and more.Visit Page
When you listen to your employees, you can make decisions that make for a happier workplace. Do you want to measure performance? Do you want to engage or motivate your employees? Then employee surveys can help.Visit Page
Organising an event is by no means easy. Who’s coming? What’s their schedule like? Event surveys can give you a clearer picture. When you’ve finished, receive post-event feedback so that you can improve for next time.Visit Page
Here are some ideas to ensure that respondents will answer your surveys.
If your survey is short and sweet, there's a greater chance that more respondents will complete it.
Little incentives like small discount or an entry into a drawing can help ensure respondents complete your survey.
With SurveyMonkey Audience, you can purchase access to an audience who meets specific demographic criteria for your survey. It's a great way to get targeted responses from a specific group.