Customer Experience Management During the Back to School Season: Tips and Strategies

Customer Experience Management During the Back to School Season: Tips and Strategies

Customer experience (also known as CX) is defined as the entire customer journey from the initial contact to becoming a happy and loyal customer. Customer experience management is an impressive process used to design and respond to customer feedback. This process will help you meet customer expectations and thus increase customer satisfaction. A customer who has a positive experience with a business is likely to become a loyal customer.

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According to a global CX study conducted by Oracle, it revealed that 74% of senior executives believe that customer experience influences the desire for a customer to become a loyal advocate. If you want your customers to remain loyal, you must invest in their experiences! Simply put, happy customers stay loyal 😊

There are several methods for managing customer experience, but most companies approach it using the same fundamental CX model. First, companies can gather feedback from their customers through surveys and customer satisfaction questionnaires to gain a basic understanding of their experiences. After collecting feedback from customers, companies share their insights throughout the organization. Timely and relevant sharing of insights is very beneficial, particularly for each department. It’s crucial that the right individuals receive the right customer insights at the right time. Finally, companies must ensure that they deliver the most suitable customer experience based on this feedback. Companies should continuously evaluate customer experiences in order to evolve and grow.

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Back to School period can be characterized by a significant influx of customers and interest, especially in the retail, education, and technology sectors. The Back to School period usually refers to the time when summer vacation ends and the new academic year begins.

Let’s take a look at seven ways to create an excellent customer experience strategy that will help you enhance customer satisfaction, reduce customer loss, and increase revenues during Back to School season:

1. Understand who your customers are.
2. Establish an emotional connection with your customers.
3. Capture customer feedback in real-time.
4. Implement a quality framework for your team’s development.
5. Take employee feedback into consideration.
6. Measure the return on investment of delivering an exceptional customer experience.
7. Create a clear customer experience vision.