Customer experience management has a huge impact on the brands that will be implementing such programs into their companies. For this reason, the customer experience program, or CX program as it is known, plays an important role in being able to deliver real-time feedback on the products being sold. The article suggest three keys for organizations to manage CX properly, the three being, employees drive experience, customer feedback is key, and map the journey not the moments.
- It is essential for customers to have a positive experience interacting with a brand.
- Capturing and understanding customer feedback is key to make a good UX design.
- Get the right feedback to make the really good decisions happen more easily.
“A well-designed CX program should deliver real-time, actionable feedback from customers about their experiences and expectations, as well as their future intentions to recommend or purchase.”