Customer Experience Management

What is the "Customer Experience"?

It is the culmination of your customers' emotional and rational experiences with your organisation. Your customers' experiences permeate all aspects of your business; from your product design to your service quality to your customer focused culture. It is the defining characteristic of what you do, how you do it and how your customers think and feel about you. Your customers demand a clear, consistent, reliable and engaging experience.

How can your business benefit from Customer Experience Management?

Customers are becoming increasingly volatile in their buying behaviour. Nowadays they are more likely to question the value for money and complain about the product or service they receive if they are unsatisfied. They are also exponentially more likely to tell others about their experiences which could result in a common "buy or refuse" reflex. That is why "the customer" is the most important aspect of businesses to acheive competitive advantage over its competitors. Your customer experience can become the main differentiator in your market. When managed intelligently, your customer experience can be the primary tool to satisfy your customers' expectation, achieve a sustainable customer loyalty and drive your business forward. According to the Chartered Institute Of Marketing's 2010 Marketing Trends Analysis of the UK, 95% of senior business leaders think that the customer experience is the next competitive battleground. Can you afford not to act now?

How can Micent^® help you?

Micent^® excels at identifying and understanding customers and their consumer behaviours through its patented Customer Segmentation Systems rather than commonly used industrial demographic segmentation systems which provide rather narrow perspectives. We analyse customer interactions at all touch points and link our findings to design flawless customer journeys and business processes roadmaps which are key to exceptional service quality and customer experience. Our recommendations for optimizing customer journeys and business processes have direct influence on customer satisfaction and sustainability as well as significant advantage in competition. Micent^® believes in embedding Customer Experience Management into corporate culture at all levels and provides market research, quality assessments, marketing and communication tactics as well as human resource development programmes in order to achieve business goals.

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