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Customer Experience Management

Continually exceed customer expectations

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Set the Foundations for Repeatable, High Standards of CX Delivery

The difference between customer experience and customer experience management can often be confusing. Customer experiences are what customers think, feel, etc. – they’re the impressions they take away from the interactions with your brand. Customer Experience Management is how you, as an organization leverage capability to be more customer-centric and manage the experiences that your customers have – and thereby feel. McorpCX has developed the 'Experience Operating System' or XOS, to provide a systematic, step-by-step process your organization, no matter how large or small, can begin leveraging immediately. If you’d like to learn more, we invite you to read ‘Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It’.

CXM Capabilities Assessment and Action Plan

McorpCX’s best-practice CXM Capabilities framework to assess, enhance, and elevate your CX Program maturity and capabilities

CXM Workshops

Interactive workshops focused on enhancing customer experiences through practical strategies, personalized feedback, and collaborative learning exercises.

Training and Capabilities Development:

Become best-practice-driven experts at designing and delivering CX.

5X

Greater YoY Customer Retention

95%

Greater YoY Revenue Growth

75%

YoY Greater Increase in CLV

6 ways you can maximize the value of Customer Experience Management

Implement an XOS: To provide a systematic, step-by-step framework your organization can follow to manage Customer Experience. Learn More
Measure Customer Satisfaction: Implement a Customer Experience Measurement System to track metrics like NPS, CSAT, and CES to track customer satisfaction.
Align CX with Business KPIs: Ensure CX metrics are integrated with KPIs like retention rates, lifetime value, and conversion rates.
Cost-Benefit Analysis: Regularly assess the financial impact of CX initiatives versus the costs incurred to prioritize high-value, cost-effective enhancements.
Employee Engagement: Invest in employee satisfaction to boost morale and productivity to improve customer service, and increase returns on CX investments.
Leverage Technology: Implement cost-effective CX technologies that automate and enhance customer interactions, providing scalability and improved efficiency.
CXM enhances customer centricity and agility, allowing organizations to rapidly adapt to changing markets and customer needs, embedding customer focus deeply into their cultural and operational DNA.

Learn More About Customer Experience Management

What is Customer Experience Management?

Customer Experience Management (CEM or CXM) is a strategy that focuses on managing and improving the entire customer journey. It involves understanding customer needs, mapping out their interactions with the business, and personalizing experiences to increase satisfaction and loyalty. CEM uses feedback and data to continuously enhance customer interactions and relationships.

What is the role of a Customer Experience Manager?

The role of a Customer Experience Manager involves overseeing the customer journey, ensuring positive interactions at every touchpoint. They gather and analyze customer feedback, identify improvement areas, and implement strategies to enhance satisfaction and loyalty. This role also involves coordinating with different departments to create a cohesive, customer-centric experience.

How can you manage Customer Experience across an organization?

Implement an XOS - a framework powered by 8 Keys that enables any organization to “unlock” the value of being experience-led.

Why is Customer Experience Management important?

Customer Experience Management is vital as it directly enhances customer satisfaction, fostering loyalty and repeat business. It helps in understanding and meeting customer expectations, leading to positive brand perception. CEM also identifies areas for improvement, driving revenue growth and providing a competitive edge in increasingly customer-driven markets.

What is Customer Experience Management training?

Customer experience management training is a program designed to teach employees the skills and strategies necessary to manage the consistent delivery of outstanding service to enhance customer satisfaction.

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