Customer Experience Management

Customer Experience Management in digital economy is the art of connecting heaven and earth for excellent performance, filling extraordinary pleasure and long-lasting satisfaction. Digitalization is not only changing a customer’s behavior, but also their expectation for the experience as the shoppers and users.

• Customer experience is the overall impression which your company creates on each of your clients. It includes brand image and brand promise and reputation, system and product usability, service mix, eco-responsibility, environmental awareness and social solidarity, coolness, trendiness and much more.
• The customer experience is influenced by many factors, from the way your brand is perceived as socially and environmentally responsible to what happens when someone complains about your product or service.
• From a practical perspective, it is about the ‘customer journey’ and the interactions in contact points.
• It starts with the way a customer becomes aware of your existence and continues through the cycle of comparisons, first and next purchases, product implementation, use of the product or service, decision to renew or repurchase, and the decision to talk about you, your brand, products, and services, positively or negatively or not at all.

How Omnichannel creates customer experience?

Implementation strategy

First, discover what is multichannel sales framework? Learn how it works in the specific circumstances of your business. Think about how to organize the multichannel sales linking together online and offline services. Then prepare a transfer plan to omnichannel. Build a new strategy of great customer experience creation with description of goals, your new business culture, your measurement system, and action plans for all areas of operation. Manage omnichannel operations as Customer Experience Manager.

• Recognize the basis of the business to be transformed
• Hire personnel and partners, create project groups
• Establish strategy, metrics, and action plans
• Start implementation
• Set up continuous measurement
• Communicate achievements, make review
• Create new projects
• Learn a new way of working, consolidate changed management, build new organizational culture

According to Jeff Bezos, the best project group’s composition is where participants order 1-2 pizzas for lunch. What pizza do you like? The bigger groups create more interactions = (n*(n-1)) what makes communication in a group very hard.

Business focused on customer experience management

The theme park – multi channel business model based on joining entertainment and curiosity with the mix of new shopping experience, pleasure, hedonic experience, rest and well been realized in fan park, winery, agriculture tourism, hotel and spa, ski region, any region)