What is the best approach to CEM?The ResponseTek approach to Customer Experience Management centers around three core elements: Involve, Integrate, and Improve. Creating your customer experience management strategy around these three core elements will provide you with the greatest benefits.
Involve. Capture the customer's experience whenever and wherever it occurs
Managing the customer experience begins with listening – external listening, by monitoring conversations consumers and media have with one another about your brand, and internal listening, by engaging customers in dialogue about their experiences at every touch point. This means continuously gathering customer insights from all channels, such as the web, retail store, and call center, all the time.
Integrate. Integrate the customer's voice into processes and employee activities
The right customer experience information needs to be filtered to the right person at the right time-from executives down to front-line employees-so they can make informed decisions and communicate improvements or comments back to the customer.
Improve. Continuously turn customer experience insights into actionable improvements
The ability to use customer experience information to facilitate enterprise-wide communication and change is the third critical element required to achieve the greatest Customer Experience Management benefits. Assigning actions and following up with customers enables companies to align business strategies with customer insights and in the process, create customer advocates.
ResponseTek:CEM software and solutions use these three elements-Involve, Integrate, and Improve-to close the gap between your company's promise and the delivered customer experience