Customer Experience Managers (CEM) bridges the gap between the customer and the brand they work for. Their jobs ensure that each touchpoint across the customer journey is engaging, efficient, and effective. A successful Customer Experience Manager often increases customer satisfaction rates, increases customer loyalty, and gains more referrals from those loyal customers.
What does a Customer Experience Manager do, typically?
Design & Improve the customer experience
Begins with understanding each customer and their specific need. Then, Customer Experience Managers set a clear vision so that the entire process is transparent for the client and they know what to expect. CEMs build strong relationships with clients that are fostered by gathering customer feedback in real time. This feedback is incorporated into the sales process to improve the overall customer experience.
Increase customer satisfaction, loyalty, and advocacy
Customer Experience Managers believe that every touchpoint with your organization’s customers is a chance to make their experience remarkable. In turn, customers will not only remain loyal to the organization but refer others to the business.
Customer Experience Managers are not Customer Relationship Managers
Customer Relationship Management (CRM) is a strategy that focuses on managing customer information to drive sales into the business and increase customer retention. Customer Experience Management (CEM) uses information from the customer experience to gain insights from the customer’s unique perspective. The goal of CEM is to augment the customer experience and cultivate customer loyalty.
Important metrics for a Customer Experience Manager
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
- Customer Churn Rate
- Customer Retention
