Introduction
With technological ingress, sophistication has taken over customers’ mind & they expect a seamless experience across channels. However, many organizations lack the orientation & means to track customer experience across customer journey & rather focus on individual touchpoints. This is a half-hearted approach, Mckinsey believes organizations should rather focus on end-to-end customer journey across channels. Having brought complete turnaround with our innovative customer experience management strategy, we at WovVTech believe that an ideal customer experience management software should facilitate a customer experience transformation program through benchmarking, process improvement, & innovation. We help companies to improve their customers’ experience throughout their journey across touchpoints with our customer experience management solution – WovVXM.
CEM: The Heart of A business
What is the core strategy which helps businesses in winning over customers? – It’s without any doubt customer experience management. What can be a more simple equation than a happy customer means your product is a success & so is your business. An unhappy customer means market rejects your product. In its simplest avatar, customer experience management means taking care of your customers throughout their journey so that they keep coming back to you. To scale your brand, you will have to follow a customer-first strategy. Here we are sharing some key stats which would act as a mind jolt, if you are not into customer experience management:
- More than 70% of the customers leave because of the poor treatment.
- More than 90% of the customers would not care to complain if they are miffed with your brand.
- It’s five times more expensive to win a new customer than retain an existing one.
- A bad customer experience may overshadow a good customer experience & is likely to reach more people than you think.
- A bad word travels faster & farther.
Benefits of CEM
Customer experience management holds the hand of a new customer, nurtures the relationship, & turns him into a brand ambassador. Given below are some benefits of a highly effective feedback management software:
Customers become less price-sensitive: Customers begin to look beyond the price. They begin to associate themselves with your brand & are even ready to pay a higher price but only for your product. This gives a secure stream of revenue.
Brings in new customers: As already mentioned, a successful CEM initiative makes a brand ambassador out of a customer & thus brings in new customers without any specific investment doing immense savings in new customer acquisition.
Makes customers forgiving: They turn a blind eye to your lapses. Even if you are unable to put a perfect show on the customer front, they will be forgiving of your mistakes & take the journey forward.
Customers become your brands’ advocate: Too many times it has been discovered that a happy customer plays a better brand advocate than a partner which you hire for the purpose. Their endorsement outrun your best marketing efforts.
Get customer feedback: That’s one of the most precious matters we can emphasize upon. The reason is, time & again research has shown that people tend to play things close to their heart in the matters of complaint or suggestion for your company. With customer experience managed, people tend to offer free suggestions & constructive criticism helping in brand building.
WovVTech’s customer experience transformation approach
What does a true customer-centric transformation strategy entail? – rethinking of the business model itself, which is the only way customer experience transformation can achieve its full potential & remain sustainable. A fundamental mindset change, triggered by the right technology, concentrating on customers & IT improvements can lead to 20-30 percent increase in customer satisfaction & economic gains in the range of 30-50 percent of the cost. In short, you need to understand that if there is a silver bullet to customer experience transformation, it’s this customer feedback management platform – WovVXM.
WovVXM Features
WovVXM is a cloud based experience management tool which is used to record & improve customer experience through feedback. Our feedback tool helps you to understand your customers better & improve their experiences at multiple touchpoints on the customer journey. It is also equally effective in employee experience management. Here are the prominent features of our software:
Create survey in minutes: There are more than 15 pre-defined question types which help you to create feedback forms in minutes. Rapid customer feedback through this feedback management software ensures better customer loyalty & retention.
Share freely: Share customer feedback forms across multiple channels to increase reach. You can share the feedback forms through links, QR codes, social media, website, apps, etc.
Multichannel: With this experience management software feedback links are accessible across multiple channels. Customers can access the survey links on multiple devices & it works equally fine on all types of devices.
Customizable: Forms are fully customizable. You can place your logo & images for branding & easily apply validation & rules.
Get insights: Analyze the feedback received from the customers to get to the voice of the customer metrics like NPS (Net Promoter Score), CSAT, & CES (Customer Effort Score). Take corrective actions on low score to enhance loyalty of customers.
Build CRM: Build customers’ database & thoroughly understand driving factors for each profile of customers with our experienced management tool.
Conclusion
Our best feedback management software engages more than other products in the competition. It makes the survey interesting & encourages people to participate in the survey. We here at WovVTech ensure that your customers have the best experience with you & they keep coming back to you for more. We even support offline surveying for the times when internet accessibility is an issue. We have so many expert-engineered templates which help you to get a pulse over your customers. One more thing, our experience management solution is available in FREE-FOREVER format giving you the option to use the software without paying anything for it.
