Customer experience is the product of an interaction between an organization and a customer over the duration of their relationship.

1. What is Customer
Experience
Management?
Created & developed by:
CEBSWorldwide.com

2. CUSTOMER EXPERIENCE
MANAGEMENT
To understand what customer experience management is; first we need to
know what customer experience is.
• Customer experience is the product of an interaction between an
organization and a customer over the duration of their relationship.
• In other words customer experience can be defined as your customers’
perception of their relationship with your brand over the course of your
customers’ interaction with your brand.
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3. Customer Experience Management as defined by Gartner:
“The practice of designing and reacting to customer
interactions to meet or exceed customer
expectations and, thus, increase customer
satisfaction, loyalty and advocacy.”
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4. Customer experience management is not just about serving your
online customers or about where your customers shop and what
brand of cereal they buy. It's about knowing your customers so
much that you can create and deliver experiences that will entice
them to not only remain loyal to you, but also to preach to others
about you; and that is the most valuable form of advertising.
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5. Important Points
It is important to keep in mind that this customer data does
not come solely from online information where it is easily
mineable in digital form. It comes from extracting insight
from all customer touch points and channels across your
entire organization
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6. This data can be gathered from sales
history, conversation between staff and
customers. More behavioral information
can be collected from credit cards, or
even plastic of paper bag choices.
From where to
gether data?
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7. Goal
The goal is to collect the mountains of data
on every customer as much as possible and
extracting valuable insight from the data with
speed and precision to ensure a better
customer experience and to predict the needs
before the customer makes their decisions.
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8. Need of the hour
The concept of customer experience management may
sound idealistic but customer experience management
has become a very critical ingredient in the brand image
recipe in today’s highly competitive and connected
global market.
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9. ROI?
Strengthen brand
reputation and
preference through
differentiated
experiences
Improve brand
loyalty in customers
(and create
advocates) through
valued and
memorable
customer experience
and interactions.
Boost revenue with
increase in sales from
existing customers
and new sales from
word of mouth from
new customers
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10. Our process is easy
Approach Plan Deliver
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11. 15+Year’s of Experience
100%Total success!
100+
Successful Solutions by Industry
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12. Conclusion
Customer Experience Management is about considering the
customers' perspective in everything you do and every decision
you make, with the objective of ensuring a mutually profitable,
mutually beneficial relationship. Customer Experience
Management helps you track changes in a customer's life cycle
and react appropriately – and profitably.
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13. Continue…
Every instance of customer interaction is an opportunity to
improve the customer experience. And each instance is an
opportunity to gain more insight that you can feed back into
your marketing processes to draw from next time.
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14. THANKS!
For more info you can contact at:
CEBS Worldwide-Complete E-Business Solutions
F 451, Sector 63, Noida, India
Ph.: 01204561739
Email: support@cebsworldwide.com
www.cebsworldwide.com
www.cebsworldwide.com