10 Reasons Why SMBs Must Implement a Customer EXPERIENCE Management

Culture Today!

Presented by Logan Nathan

Customer Experience Management

Customer Experience ManagementNote:solomoIT is an independent company based in not associated in anyway with LinkedIn.

Training & Coaching we provide are based on our own independent research and ‘hands-on’ use of this platform for business and individual use.

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Are you guilty of treating Digital Marketing as a nice to have rather than an integral part of your Online Brand Strategy?

If yes, then your business needs a Customer Experience Management culture to foster loyalty, brand advocacy and ultimately, more referrals.

Customer Experience Management

Customer Experience Management

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So what are the 10 elements that SMBs must focus on to deliver an exceptional Customer Experience to their online audience?

Let’s dive in!

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Your Business First

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Customer Experience Management or CXM requires redefining your business and re-examining every customer touchpoint to understand where your business stands!

The key lies in identifying:• Customer experience loop holes• Misalignment between customer expectations and brand promise• Need to shift culture from business focus to customer focus

If You Don’t Bring Yours, Someone Else will Bring Theirs

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The ability for customers to connect with a well recommended, local service provider whenever they want, could be the X-factor that sets you apart!!

SMBs can create their X-factor by:• Localising and Humanising their offer• Be reachable through social and mobile• Discover and leverage the basis of differentiation

Need Behavioural Change

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Employees play an integral role in delivering your products and services. Adopting CXM as part of company culture then means a strategy buy in from employees!

SMBs can achieve this by:• Employee engagement programs• Upskilling with latest technology tools and platforms• Treating employees as your first customers!

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Today’s customers are Social, Local and Mobile! You must optimise the Customer Experience according to their needs and preferences!

SMBs can benefit by:

• Understanding which technology software and hardware complements the brand• How to develop social proof on leading social networking platforms

With Use of Technology

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Customers want to maintain their relationship by accessing relevant business information on demand!

SMBs can deliver this by:• Personalisation of products/services• Constant contact• Managing grievances • Creating an emotional bond with engagement through story-telling

Matters Online

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Innovation in customer experience is happening all around us! Your SMB cannot afford to stay stagnant!

Key to innovation lies in identifying need gaps in customer expectations and bridging that gap

Now, Not Tomorrow

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Customers believe in endorsements coming from trusted third-party sources online!

The best way to generate such endorsements is through:

• Word of mouth • Referral programs

Your Network to Become Referrals

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Social Media is bridging the gap between SMBs and their clients from across the globe!

SMBs can use the following elements of social media to play at their advantage:

• Transparency• Connectivity• Responsiveness

Beyond Borders

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Building strategic business collaborations is a win-win for SMBs and their customers alike

For SMBs collaboration can happen through:

• New Collaborative Tools e.g. live video streaming & on-the-go mobile access• Technology advanced devices such as Microsoft Surface Pro• Collaboration through outsourcing business departments

The New Way of Business

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Customer engagement alone is not enough! You need to measure it as well!

SMBs can do it by:

• Understanding the customer journey across all touch points• Identifying customer experience shortfalls• Filling the gap

Measurement Is The Key

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Managing Customer Experience for your SMB is a multiple pronged approach that demands a complete cultural overhaul.

Only then can you bridge the gap between your brand and your customer expectations.

Conclusion

Let’s Connect!

Logan NathanDigital Transformation Influencer, Digital Strategy Thought Leader, Social Selling, Consultant, Author

Can Your Business Benefit From Customer Experience Management?