Knowing what your customers think and how they interact with your brand is critical to your ongoing success. To foster it, your customer service have to have a brilliant customer experience management.
Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. The goal of CEM is to optimize interactions from the customer’s perspective and, as a result, foster customer loyalty. Customer experiences include not only interactions through traditional channels, such as purchases, customer service requests and call center communications but also, increasingly, through social CRM channels such as Twitter and Facebook. To manage the customer experience, companies need to create a strategy that encompasses all customer touch points across the organization. While businesses are seeing a solid correlation between customer experience management (CEM) programme and increased profit, 81 percent organisations globally have seen their CEM initiatives fail in the last three years, says recent studies. The study noted 72 percent of Indian businesses have a customer experience management (CEM) solution far better than the average of 59 percent globally. In comparison, India respondents felt the strongest about the importance of CEM in organisations with 75 percent of business managers in India describing CEM as extremely important, followed by Mexico (67 percent), the US (59 percent) and Brazil (59 percent).
WeMark provides various services such as Mystery shopping, Market research and internal aurdit covering a large number of different businesses to give an effective customer experience management. Through mystery shopping and other services, you can intelligently set a company standard and maintain it at every levels of your organisation. For More detail visit our website www.wemarkindia.com.