1. Customer's journey and experience design: First of all, it is necessary to outline the customer's journey, and make clear all kinds of experience contacts that customers may encounter at different stages, as well as different contact scenarios, customers' feelings and customers' real needs. This part is mainly realized through business process combing and consumer research. If enterprises ignore this part, customer experience management will often "go wherever you go" and "start all over again if you can't go any further".
2. Customer experience monitoring and analysis: Customer experience monitoring is actually to comprehensively collect customer experience data and analyze customer needs according to the combed customer journey. First of all, as long as there is the voice of customers, we must find ways to obtain data. Whether it is the traditional 400 telephone customer service, online e-commerce customer service, APP, user community or offline retail/service channels, it is an important source of customer voice. We need to connect all these sound data to the omni-channel customer voice platform through intelligent hardware.
However, it is not enough to just hear what the customer is saying. We need to know why customers say this and how to solve it. Based on NLP (Natural Language Processing) technology and industry knowledge map, we need to disassemble different types of experience pain points and pleasure points in customers' voices, and explore the causes and strengths of each weakness index. In the vernacular, it is necessary to have a translator of the voice of customers, who can eat the voice of customers and spit out the business management rules.
3. Improvement of customer experience: In the past, many enterprises only did monitoring, and gradually realized that they only did analysis without improvement, just like "quarreling without hands-on". Enterprises need to connect the customer experience management system with the business management system, generate improvement plans in real time based on customer experience insight, and push the tasks to the corresponding departments for follow-up so as to improve in time. For example, if there is a serious warning about the quality of goods and delivery time, the system will automatically assign the improvement task to the quality management personnel of the supply chain department for follow-up at the first time.
The above are the three customer experience management modules of Zhuosi, hoping to help your problem.