Müşteri Deneyimi

Monitor trends in customer’s expectations of the quality of service Determine customer service policies and standards Build long term customer loyalty Maintain and improve service reliability for clients Investigate and resolve clients complaints and service failures Establish and maintain channels of communication with clients Provide information and advice to customers about products and services Establish and maintain systems for dealing with clients complaints and service failures Monitor and improve the effectiveness of client communications Determine and implement improvements to client service Develop and maintain relationships with client

Müşteri süreçleri iç süreçler öncesinde başlar ve iç süreçlerden sonra tamamlanır. (The customer process starts before the internal process, and finishes later) Şikayeti olup bunu size iletmemiş veya iletememiş olan müşterileriniz sizi terkeder (%45'i).  Oysa şikayeti olup bunu size iletme şansı bulanlara vereceğiniz pozitif bir geri dönüş ile %87’sini size bağlı olarak tutabilirsiniz ve bu müşterilerinizin %91’i de sizi önerir hale gelirler. Yeni müşteri kazanmak ile eldeki müşteriyi tutmak arasındaki fark bu kadar keskin. (Bell World Research)" Successfull customer feedback managers have well-defined goals and objectives for collecting customer feedback" CEM vs. CRM Customer relationship management (CRM) and CEM share some similarities, and are actually complementary approaches. However, while CRM is focused on what the business wants to drive the customer to do, CEM is focused on what drives the customer to do business with you.