There are certain aspects that allow businesses to function; but one of the key components for business performance is customers. It is imperative that we keep our customers satisfied because without them, companies will cease to operate. A gratified customer will continue to come back and generate referrals for your company. Every organization is different, but the fulfillment of customer service should very much be the same – Keep the customer at the center of all that you do, and your business will flourish.
CEM, or Customer Experience Management, is a new company approach that focuses on customer satisfaction. CEM puts customer’s happiness at the center of company goals. When customer service issues arise, the very first corrective action should be whatever will please the customer. The customer should be compensated in some way, whether it be applying a discount or providing a redo of some sort.
Another way to keep customers happy is to open up lines of communication. Conversations with customers used to be done one of three ways: physical, phone and by mail. Customer contact has now expanded to mobile aps, websites, emails and social media. Reaching out to your customers on every channel is a crucial part of CEM. Your customers feel more at ease when they can connect to you easily. Should an issue arise, they are confident they can reach you without any additional problems.
FOOTER: Source – http://www.baselinemag.com/