Have you ever checked whether your customers are satisfied with your product?Have you ever got a feedback from your customers?Have you ever used your product to see how your customer experiences it?If the answer is NO!!!, then there is a lot to be done.
The current buzz in the CRM industry (other than On-Demand Hoopla), is the advent of Customer Experience Management over and above Customer Relationship Management.
A recent research paper from Ventana Research analyses the different companies’ focus towards the understanding of Customer Experience Management. 56% of the respondents approved that CEM is improving customer –related processes at every touch point of the customer.
Although companies accept the fact that Customer Experiences is important, they have not understood the importance of implementing better customer experience management systems.
The same research says that 40% of the customers who call for service in all these companies are not satisfied with the experience. A customer can be loyal to you but he need not be satisfied. Loyalty can come based on various reasons but satisfaction comes only through the pleasant experience.
The research says that 82% of the companies seek feedback from the customers but its only through informal calls mostly. Most of the companies don’t take periodical surveys. In fact, the survey option in SupportCenter Plus is one of the least used components in the whole software.
Periodical surveys will actually help identifying loop holes in customer experience and rectifying it. Customer experience is more important than quality of the product.
“We don’t sell a product. We sell an experience”.
So what do for the Future?
- Investing some time and money in the ways to improve customer experience.
- Getting periodical feedbacks from the customers and improving the product.
- Getting the customer to participate through various means. (Forums, blogs, Social networking etc.,)
Most of the new features which are in development in SupportCenter Plus are based on the feedbacks given by the customers through our forums and support mails.
Simple dictum: “Take your customers seriously. As Ogilvy says “Customer is not a moron, she is your wife”
