Marketers of all levels understand that the customer experience influences not only initial conversions, but also plays a significant role in customer retention.
Different marketing channels can play into the success of your customer experience management (CXM or CEM).
Although determining which one works best for you can take some time, many marketers have discovered the importance of email marketing in customer experience, including:
- Customers prefer to hear from their favorite brands via email, as compared to other popular channels, including social media and apps.
- Email marketing provides the highest overall return on investment (ROI) than any other marketing channel.
Before diving into the benefits of email marketing in customer experience management, it’s vital to have a solid understanding of what customer experience management is and how it can affect your business.
What is customer experience management?
Customer experience management goes much more in depth than simply making sure you have happy clients.
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According to Gartner, customer experience Germany WhatsApp Number List management is the practice of designing and then reacting to all customer interactions.
The goal is to meet or exceed each customer’s expectations. This then leads to greater overall customer satisfaction, along with loyalty and advocacy.
We recently did some research into the state of small businesses. When asked, the top two areas that brands wanted to focus heavily on for 2019 was acquiring new customers and retaining current ones.
In order to increase both customer acquisition and customer retention, your marketing team needs to work carefully with the customer service team to develop methods of communication to help meet and exceed the expectations of your audience.
This means both online and in-store customer service for those visiting a brick-and-mortar location.
There are a variety of different customer experience management tools available to brands. However, you don’t have to spend a fortune on different software to help you create a plan of action. Instead, you’ll want to focus on a few key areas, including:
- Knowledge of your target audience
- Mapped-out customer journeys
- Customer feedback
Each of these will help you in your customer experience management. Even better, knowing how to use each one will help you create an excellent customer experience.