MANAGING CUSTOMER EXPERIENCE perfect .pptx

Process

1. MANAGING CUSTOMER EXPERIENCE

2. HOW TO MANAGE CUSTOMER EXPERIENCE ? Mystery shopping - Mystery shopping is a method of evaluating the quality of customer service and the overall customer experience by sending trained individuals, known as mystery shoppers, to act as (potential) customers and report back on their experience. Mystery shoppers typically complete a checklist of predetermined criteria, such as the following: Greeting: Was the shopper greeted promptly and courteously? Knowledge: Did the employee seem knowledgeable about the products or services offered? Helpfulness: Was the employee helpful and willing to answer questions? Attentiveness: Did the employee pay attention to the shopper's needs? Overall impression: How did the shopper feel about their overall experience?

3. HOW TO MANAGE CUSTOMER EXPERIENCE ? Experience mapping is a visualization of a customer's journey with a product or service. It helps businesses understand the customer's needs, pain points, and expectations at every step of the way.

4. HOW TO MANAGE CUSTOMER EXPERIENCE ? Experience maps can be used to identify areas where the customer experience can be improved. They can also be used to track the customer's progress over time and to measure the effectiveness of changes that have been made. example : A customer is looking to buy a new car. They start by doing some research online. They read reviews, compare prices, and look at different models. Once they have narrowed down their choices, they visit a dealership to test drive a few cars. They also talk to a salesperson about their needs and wants. After they have made a decision, they purchase the car and drive it home.

5. HOW TO MANAGE CUSTOMER EXPERIENCE ? Ethnographic methods are a qualitative research approach that involves studying people in their natural setting. The goal of ethnographic research is to understand the culture of a particular group of people, including their beliefs, values, and practices. Ethnographic methods typically involve the following: Participant observation: This involves the researcher spending time observing the group of people in their natural setting. The researcher may take notes, record audio or video, or simply observe and participate in the activities of the group. Interviews: The researcher may also conduct interviews with members of the group. These interviews can be formal or informal, and they can be used to gather information about the group's culture. Document analysis: The researcher may also analyze documents that are relevant to the group's culture, such as religious texts, historical records, or personal diaries.

6. Individual activity HOW CRM SOFTWARE APPLICATIONS INFLUENCE CUSTOMER EXPERIENCE ?