Why CEM is The Best Way to Exceed Customers’ Expectations

How have you been coping with your efforts at trying to design and react to customer interactions in order to meet or exceed customers’ expectations and, hence, increase their satisfaction, loyalty, and advocacy? It’s certain that without customer experience management (CEM), you must be doing a very poor job at that. Since having a competitive advantage in the face of the very stiff competition in the global market entails that you have a good grasp of your customers’ conscious and subconscious perception as well as their relationship based on all their interactions with your brand during their life cycles, you must focus on the report by Havard Business Review that 84 percent of customers said their expectations weren’t even met how much more of being exceeded in their last customer service experience. Customer experience management (CEM) is not just about serving your online customers, it’s definitely much more than that. You can’t stop at ordinarily knowing where your customers shop and believe you’ve got it. CEM is about knowing your customers thoroughly to the extent that you can go about creating and delivering personalized experiences that will entice them to not only remain loyal to you but also to become…

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Marketing, Technology

Progressive Delivery: The New Way, The Best Way

Every small business, entrepreneur, startup, or even big organization is wary of taking risks especially when you have to plunge headway into it. Progressive delivery has, however, come to the rescue as the new way, the best way. Though progressive delivery was designed for software delivery by leveraging the validation stage to provide feedback through beta testing or early access programs, the lessons learned can also be applied to wholesome marketing. Progressive delivery could be viewed as another form of experiential marketing albeit with reforms. While experiential marketing campaign is targeted at the potential customer for the purpose of leads conversion, progressive delivery is targeted at quality assurance for the purpose of reducing loss thereby, increasing ROI just the same way experiential marketing does. Since the cycle will start at the validation stage, you may be limited to just minor changes but you will be maximizing customers’ values at the end.  The satisfaction you derive from applying the progressive delivery model comes by the way of getting your desired feedback and incorporating that into making minor course corrections on your journey towards the big picture. By incorporating the customers into your business you stand out to gain comprehensive customers’ views…

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