The digital revolution of the past few decades has profoundly changed the relationship between companies and customers. Brand loyalty has always been important, but it was aided by the limited accessibility to alternatives and the effort it took to search for other suppliers back in the day.

Companies now must work hard to retain customers, who search, select, publish, and share their experiences on public platforms. Mutual, long-term relationships between organizations and customers are much less common in this digital age and can no longer be taken for granted.

At the same time, organizations are struggling with the dizzying rise in the number of channels and are failing to properly manage them.

Building loyal customers

Outstanding Customer Experience Management (CEM) will help you overcome these challenges and build customer loyalty. CEM is the management and coordination of all interactions within the never-ending lifecycle between a customer and an organization. It will help you get to know—and connect and interact with—your customers and be able to immediately respond to their needs.

It also allows your organization to interact with a customer during each part of this lifecycle—on any channel and with any given message. With CEM you'll be there at key moments, and that’s where a company can really stand out from the rest.

Bottom line: Happy customers, better results

Not convinced yet? We already know that it is five times cheaper to retain an existing customer than to acquire a new one. And that’s only one reason to invest in CEM. Customers are willing to pay more to get a better customer experience, and — even better — when a company scores well on CEM, its customers are more willing to make additional purchases.

Investing in CEM simply adds to the bottom line. A friendly waiter who does a good job also gets a better tip, right?

Not convinced yet? You’ll find more reasons why you should invest in CEM in our whitepaper, along with advice on how to build strong connections with your customers by improving the customer experience.