CEOs and business leaders of all kinds are constantly facing challenges to address customer experience management (CEM). While there are many questions when incorporating CEM to any business plan, we provide CEOs with effective solutions for their top 3 concerns regarding customer experience management.
Impact of Engaging Customers
It was found that 28% of CEOs agree that customers expect faster interactions. Catching customers “on the fly” has become increasingly important in order to provide them with the information they are looking for at the most convenient moment. As a matter of fact, businesses focusing on customer experience perform better than those who don’t:
- 16% revenue increase with cross and up-selling (versus 8% without CEM strategies)
- 9.8% increase in customer lifetime value (versus 1% with no CEM)
- Lower average cost per customer contact
Due to these facts, it is important to empower customers with the ability to contact businesses through multiple communication tools, at all times.
Introducing new customer engagement channels can be a challenge for CEOs as 27% list it as a top concern. No matter how a customer decides to contact a business, be it by phone, email, chat or online appointments, they still expect the same level of customer service.
A program, such as Agendize, offers a solution to interact with customers on all the communication channels from a single platform. From the business’ website, consumers can call or chat via the Click to Call or Live Chat buttons.
Mobile and Social
As consumers are demanding new ways to interact with a business, CEOs need to be original and inventive in the solution they provide to their online consumers. 33% of CEOs acknowledge the pressure of customers expecting a consistent experience across multiple touch-points. Today, consumers love to connect with brands through mobile and a social media channels. And it is important for businesses to find an engagement solution that can work seamlessly across these new devices. The Agendize solution can be implemented on multiple channels including website, mobile sites or even a Facebook page. Also, the Online Scheduling application is mobile-ready – making it available for both consumers and business operators anywhere, anytime from any mobile device.
Photo Credit: Agendize