This document outlines 8 steps to improve customer experience management. The steps include making customer experience a top priority, hiring and motivating talented customer-facing staff, empowering employees to delight customers, boosting employee morale through incentives, breaking down silos to address customer problems, understanding the customer journey through touchpoints, personalizing the customer journey, and measuring experience with metrics like loyalty and NPS scores.

1. 8 Steps to get your
Customer Experience Management
act together

3. Customer Experience Management
should be the top priority
for everyone in the organisation
11

5. Hire the right talent for
customer-facing roles and
keep them motivated
22

7. 3
Empower your staff enough to
provide customers with the
experience which will delight them

9. Boost the morale and create an
atmosphere of healthy competition
among employees by giving incentives
4

11. Breakdown functional silos and make
your employees see customers’
problems as their problems
5

13. Understand and delight the journey
of the customer through
different touch-points
6

15. Make your customers feel special
by personalizing their journey
7

17. Measure customer experience with
metrics such as Loyalty score and
Net Promoter Score
8

18. About Cloudcherry
Cloudcherry is a Singapore-based SaaS Product company and maker of
the first Real-Time Customer Sentiment Mapping tool for SMBs and
Enterprises.
https://www.getcloudcherry.com/
https://twitter.com/getcloudcherry
http://bit.ly/CConLinkedIn