User & Customer Experience
What is Customer Experience?
You probably hear a lot of customer, phrases that seem interchangeable. In reality, there are big differences in these terms, even though they are related. All of these terms are subsets of customer experience management. Here are a number of helpful definitions for Customer. Learn more about user experience consulting, go here.
Experience: journey from realization of a need until the need no longer occurs.
Experience Management (CEM): organization-wide customer-centricity aimed at enhancing value, experience and equity. Find out for further details on user experience lab right here.
Satisfaction: awareness of reality compared to prospects.
Loyalty: preference for, or persistence on, a specific brand.
Retention: period of relationship with a brand.
Churn: defection from a brand; switching to a substitute solution.
Affinity: how good-looking a brand is.
Advocacy: effort to signify the customer's best welfares.
Centric: customer's best interests are top significance.
Relationship: breadth and depth of interactions.
Relationship Management (CRM): effort to enhance relationship, usually with the assistance of a database that comprises data about clients and interactions.
Touch Point: any dealings with a brand; it is always a chance to adjust opinion of a brand.
Value: perceived total benefits less total costs.
Lifetime Value (CLV): sum of profit from a client over a lifetime of purchases.
Equity: sum of all lifetime values for a brand.
Other related terms are:
Experiential Marketing: providing an extraordinary experience as part of a marketing operation.
User Experience: intuitive and functional phases of interfaces between a customer and technology.
Relationship Marketing: effort to enhance customer relationship through modified and long-term oriented marketing activities.
Loyalty Marketing: effort to enhance customer loyalty, usually with the help of buying experiential marketing, frequency incentives, relationship marketing.
Now that you know the variances in these non-interchangeable yet complementary terms, you can gain appreciation for the value of CEM as the overall concept for high-profit management of a business. By pulling all these things together, synergies create hard-to-copy differentiation and happier stakeholders.
The absolute most significant aspect of customer retention is culture - the way things are thought about, talked about, and done. If trust is the basis for any long-term relationship, then a culture of trust is essential. Show that you really read and digest customers' feedback, and show that you have trailed their advice in making enhancements. By closing the loop with customers, you can re-set their perceptions, so they don't feel obliged to carry around negative baggage of past experiences. They can re-set their insights to better meet your present realities of developed policies, business processes, and experiences. Take a look at this link http://www.ehow.com/about_6656663_customer-experience-manager-job-description.html for more information.