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10 Reasons Why SMBs Must Implement a Customer Experience Management Culture Today!

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Managing customer experience for your SMB is a multiple pronged approach that demands a complete cultural overhaul. It encompasses everything from evaluating your current business standing and finding your X-factor to instilling behavioural change in your employees, leveraging technological platforms, building online relationships, constantly innovating, generating referrals, networking, collaborating and engaging with all business stakeholders at every touch-point. Only then can you bridge the gap between your brand and your customer expectations.

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10 Reasons Why SMBs Must Implement a Customer Experience Management Culture Today!

  1. 1. 10 Reasons Why SMBs Must Implement a Customer EXPERIENCE Management Culture Today! Presented by Logan Nathan Customer Experience Management
  2. 2. Customer Experience Management Note: solomoIT is an independent company based in not associated in anyway with LinkedIn. Training & Coaching we provide are based on our own independent research and ‘hands-on’ use of this platform for business and individual use. Read the full article Here
  3. 3. Read the full article Here Are you guilty of treating Digital Marketing as a nice to have rather than an integral part of your Online Brand Strategy? If yes, then your business needs a Customer Experience Management culture to foster loyalty, brand advocacy and ultimately, more referrals. Customer Experience Management
  4. 4. Customer Experience Management Read the full article Here So what are the 10 elements that SMBs must focus on to deliver an exceptional Customer Experience to their online audience? Let’s dive in! Read the full article Here
  5. 5. Your Business First Read the full article Here Customer Experience Management or CXM requires redefining your business and re- examining every customer touchpoint to understand where your business stands! The key lies in identifying: • Customer experience loop holes • Misalignment between customer expectations and brand promise • Need to shift culture from business focus to customer focus
  6. 6. If You Don’t Bring Yours, Someone Else will Bring Theirs Read the full article Here The ability for customers to connect with a well recommended, local service provider whenever they want, could be the X-factor that sets you apart!! SMBs can create their X-factor by: • Localising and Humanising their offer • Be reachable through social and mobile • Discover and leverage the basis of differentiation
  7. 7. Need Behavioural Change Read the full article Here Employees play an integral role in delivering your products and services. Adopting CXM as part of company culture then means a strategy buy in from employees! SMBs can achieve this by: • Employee engagement programs • Upskilling with latest technology tools and platforms • Treating employees as your first customers!
  8. 8. Read the full article Here Today’s customers are Social, Local and Mobile! You must optimise the Customer Experience according to their needs and preferences! SMBs can benefit by: • Understanding which technology software and hardware complements the brand • How to develop social proof on leading social networking platforms With Use of Technology
  9. 9. Read the full article Here Customers want to maintain their relationship by accessing relevant business information on demand! SMBs can deliver this by: • Personalisation of products/services • Constant contact • Managing grievances • Creating an emotional bond with engagement through story-telling Matters Online
  10. 10. Read the full article Here Innovation in customer experience is happening all around us! Your SMB cannot afford to stay stagnant! Key to innovation lies in identifying need gaps in customer expectations and bridging that gap Now, Not Tomorrow
  11. 11. Read the full article Here Customers believe in endorsements coming from trusted third-party sources online! The best way to generate such endorsements is through: • Word of mouth • Referral programs Your Network to Become Referrals
  12. 12. Read the full article Here Social Media is bridging the gap between SMBs and their clients from across the globe! SMBs can use the following elements of social media to play at their advantage: • Transparency • Connectivity • Responsiveness Beyond Borders
  13. 13. Read the full article Here Building strategic business collaborations is a win-win for SMBs and their customers alike For SMBs collaboration can happen through: • New Collaborative Tools e.g. live video streaming & on-the-go mobile access • Technology advanced devices such as Microsoft Surface Pro • Collaboration through outsourcing business departments The New Way of Business
  14. 14. Read the full article Here Customer engagement alone is not enough! You need to measure it as well! SMBs can do it by: • Understanding the customer journey across all touch points • Identifying customer experience shortfalls • Filling the gap Measurement Is The Key
  15. 15. Read the full article Here Managing Customer Experience for your SMB is a multiple pronged approach that demands a complete cultural overhaul. Only then can you bridge the gap between your brand and your customer expectations. Conclusion
  16. 16. Let’s Connect! Logan Nathan Digital Transformation Influencer, Digital Strategy Thought Leader, Social Selling, Consultant, Author Can Your Business Benefit From Customer Experience Management?

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