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Customer
Experience
Chapter 8

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Introduction
Chapter 8.1

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What edit Master
is Customer title style
experience

Customer experience
describes the emotions,
judgments and reactions
that a customer has
throughout every step of
the process from
researching the product to
making the purchase and
even beyond, such as
reviewing the product and
service and potentially
recommending it to others.
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Click Personalization
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Website personalization
is a strategy used by
marketers to create
unique experiences that
include tailored
recommendations,
dynamic content, and
exclusive offers for their
customers. It's
configured based on a
visitor's behavior on the
website, their
demographics, and their
interests.
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Customer Master title style
Requirements
Customer requirements refer to the
specifications or features of a
product or service that are deemed
necessary by customers. These
requirements motivate customers
to buy a product or service.

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Personalized title style
Communication
Personalized communication is
when the marketing message is
adapted to each individual by using
information from a data- base and
utilizing it in the various, different
media channels available today

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Process Master title style
optimization
Process optimization is the
implementation of structured
methods, strategies, disciplines
and tactics to improve a specific
process within the parameters of a
project or initiative. There are
many ways in which you can adjust
a process so that it objectively
functions better than it did

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Usability
Usability is a measure of
how well a specific user in
a specific context can use
a product/design to
achieve a defined goal
effectively, efficiently and
satisfactorily

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Marketing Master title style
Automation
Marketing automation is software
that handles routine marketing
tasks without the need for human
action. Common marketing
automation workflows include
email marketing, behavioral
targeting, lead prioritization, and
personalized advertising.

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Click to editBasics
Conceptual Master title style
Essentially, a business concept is
a brief description of an idea
behind the existence of a business.
It describes key consumer
problems it seeks to solve,
articulates how the idea applies to
a market and provides a clear
direction when processing a
business plan.

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Media
Social media can help you
engage with your customers
and find out what people are
saying about your business.
You can also use social media
for advertising, promotional
giveaways and mobile
applications. Social media can
help your business to: attract
customers, get customer
feedback and build customer
loyalty

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Web tracking is the collection and sharing
of information about an individual's activity
on the internet what they do online, and
how they go about doing it. Web tracking,
or internet tracking, gives companies a
fuller understanding of your preferences,
allowing them to personalize their content
accordingly.
Example
if you want customers to download your
app and buy a monthly subscription, you
will track app downloads and who sets up
subscription profiles.

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4 ways to ensure a great customer experience

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Click to editCommunication
Meaningful Master title style
with Customers
It is important to have consistent and
meaningful communication with
customers to ensure satisfaction and
support the building of strong
relationships. Having insights into
customer behavior allows your
business to understand what the
customer really wants and gain
knowledge of how to help, as well as
what to offer. Having this insight
allows your business to customize
messaging to appeal to individual
needs, therefore, giving the
foundation to build strong
relationships and understanding 1414
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Creating Master title
a Consistent style Experience
Customer
Consistency plays a large role in
building a strong customer
relationship and experience. It is
important to ensure when a customer
is being reached out to they will get a
quick and appropriate response with
consistent messaging. CRM allows
your business to automate responses,
support requests, and more. Loyalty,
brand reputation and satisfaction can
all be significantly improved with
consistency; this is because it allows
customers to see your business as
reliable.

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Attentive Master title
Customer style& Increased Response Time
Support
Timely responses to customer inquiries
can significantly impact customer
satisfaction and relationships. CRM
Software has the ability to automatically
send a confirmation when a client
submits a support form; confirming that
the form has been received and
someone will be reaching out to them
within a desired amount of time. This
helps customers to feel acknowledged
and gives them a time frame to be
waiting for support; rather than
wondering if their ticket was ever
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all Customer Data
Having one database to store all
company, customer, and prospect
information helps to gain insights across
various aspects. A CRM Solution allows
your marketing and sales team to go
into a contact and see what
communications have been shared with
them previously, what their interaction
with these communications were,
contact information, current status,
product/service information and more.
Having these insights can positively
affect marketing campaigns and other
initiatives to bring in opportunities,
leads, and sales. 1717
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Features of CRM software applications that

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title Artificial Intelligence and AI
powered customer support
Artificial intelligence refers to the
ability of machines to learn and
make decisions based on data and
analytics
• Customer Service
• Lead Management
• Next Best Action

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title Artificial Intelligence and AI
powered customer support
Customer service: As AI
chatbots are being deployed to
handle more service requests,
information is now being
captured and leveraged
through CRM applications.

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title Artificial Intelligence and AI
powered customer support
Lead management: A sales teams can
use AI to score a lead, increasing the
likelihood of winning a closed sale. First,
AI analyzes the lead and based on
interest or buying history, it can provide a
score and recommend what steps are
needed to increase success.
Example:
when an AI tool finds the customer is still
learning about the product, it can
recommend the sales reps share
brochures and demos with the customer.
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title Process automation advances
style
Work distribution: Task automation
specifies process flow and tasks to
perform and may identify that certain
tasks need to be performed by other
resources based on the skilled
employees availability. The ability to
distribute or route tasks is another
capability within Process Automation
trending in CRM platforms.
Examples
• Sales
• Manager
• OIC 2222
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IoT: Refrigerators, automobiles, medical
devices, garage door openers, and many
other machines are attaching themselves
digitally to the internet. A report by Cisco
predicts that by 2021 there may be nearly
27.1 billion connected networks and
devices in the world.
Examples:
• Smart watch
• Smart TV
• Smart Security Systems
• Fitness Tracker

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Blockchain is an ongoing list of interlinked
records called blocks. They create an open,
decentralized ledger that keeps track of
transactions between parties that is
absolutely verifiable.
Example
• Online Banking Transaction
• Online Shopping Transaction
• Payment Transaction

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Security: Blockchain
assigns network keys
that restrict
unauthorized access,
the security mechanism
of blockchain. Since
CRM platforms are in
the cloud, cloud security
has gotten better, but
it’s still based on a
centralized security
system approach.

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User control: Blockchain stores and
encrypts personal data and verifies this
access without sharing any specifics, thus
controlling what level of data is accessed.
CRM systems will, in effect, subscribe to
customer data as permitted by each
individual’s grant rights.

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Clean data: Who is tired of how inaccurate
your data is in other companies’ CRM
databases? Duplicates, wrong addresses,
wrong emails, and other elements create
frustration for customers.

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