Customer Experience Management
What is Customer Experience Management?
Active customer experience management is a program that you set up to ensure that the experience is positive from start to end. It starts even before the customer's first direct interaction with the company, with your advertising materials and storefront. These draw people's attention, and some of them will come into your business as a result. Therefore, you need to give even these aspects your careful consideration.
Once someone comes into your business, customer experience management includes the way your employees present themselves, their willingness to help, and their overall attitudes. It also involves the physical structure of your company, such as how products are shelved, how well-maintained the sales floor is, and how much lighting you have. You need to manage all of these aspects well to retain customers and gain new ones. If there are any substandard areas, fix them right away to improve your business.