Customer Experience Management for Strong Customer Loyalty
User-centered consulting along the customer journey
Convincing at All Digital Touchpoints
Today's customers are well informed. With their smartphone, they carry the concentrated knowledge of the world in their pocket. They can find out about companies' products and services regardless of time and place. The number of possible contact points is constantly increasing - from websites and portals to online stores, apps and chatbots. In view of this ongoing development, it is becoming increasingly complicated to reach consumers digitally and address them precisely. It is even more difficult to inspire them and retain their loyalty in the long term.
Inspiring brand experiences along the customer journey
o turn customers into loyal brand ambassadors, companies must create unique yet consistent brand experiences across all channels and touchpoints. This challenge makes professional customer experience management essential. The many years of expertise and individual consulting of a specialized service provider are indispensable here.
We Create
Professional Customer Experience Management for the Highest Level of Functionality, Usability, and Design
User-centered
Customer experience management focuses on the needs of users. When digital solutions such as responsive websites, portals, mobile apps, and online shops are integrated, easily accessible, and intuitive to use, they achieve a high level of acceptance among users.
Target group-specific
Integrated digital solutions will be successful if you accurately reflect the wishes and requirements of the intended target group. This is why defined buyer personas and measures such as A/B testing are important components of professional customer experience management.
Content-based
A state-of-the-art customer experience management platform allows any written and multimedia content from different systems to be centrally bundled, efficiently managed, further processed in line with demand, and published across channels.
Personalized
The GDPR-compliant collection and analysis of client data form the basis of a 360-degree client view, which is the prerequisite for outputting personalized content tailored to the client’s specific needs. When content optimally meets user needs, it is possible to inspire existing and potential clients continuously.
Technology-independent
Professional consulting consists of various components: the strategic selection of the required enterprise technologies, smooth implementation, and the continuous support of CMS and shop systems, CRM and marketing automation tools, and PIM solutions.
Process-based
Customer experience consulting includes checking and understanding the client’s data set, data structures, business processes, and system landscape. It is also necessary to analyze whether and to what extent these aspects support the overall digital strategy.
Customer Experience Management – by Professionals for Professionals
Frequently Asked Questions About Customer Experience
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What is customer experience?
Customer experience refers to the totality of all customer interactions with a company and how they perceive them. A practical example of a positive customer experience is when an online shop has a user-friendly website, offers fast delivery times, and provides effective customer service. Overall, a good customer experience leads customers to be satisfied, happy to return, and recommend the company to others.
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What will be the trends in customer experience in 2024?
There is likely to be an increased integration of AI technologies for personalized customer experiences and a growing importance of omnichannel strategies to ensure seamless interactions across different platforms. Companies will increasingly aim to use data-driven approaches to create individualized and context-sensitive customer experiences.
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Is AI in marketing "real" customer experience?
AI in marketing can create a true customer experience by enabling personalized content, precise analysis, and automated interactions. Through intelligent algorithms, AI can help better understand customer needs and design individual experiences, ultimately improving customer satisfaction.
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What is customer experience management?
Customer experience management (CEM) refers to companies' holistic strategy and processes that companies use to manage and improve customer interactions. A practical example of CEM is when an e-commerce company uses feedback analysis and customer surveys to continuously monitor its website's user experience and make adjustments to increase customer satisfaction and loyalty. CEM aims to optimize all touchpoints along the customer journey to ensure a positive overall experience.
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What must a good customer experience service provider be able to do in 2024?
A good customer experience service provider in 2024 must have advanced AI technologies to enable personalized and data-driven interactions. Seamless integration of omnichannel strategies is also crucial to ensure consistent experiences across different platforms. Finally, the service provider should demonstrate a high level of agility and adaptability to be able to react quickly to changing customer preferences and market trends.
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Why is Arvato Systems the right customer experience service provider for you?
Arvato Systems is the ideal customer experience service provider thanks to its comprehensive IT solutions in industries such as retail, media, manufacturing, healthcare, the public sector, and the energy and utilities industry. With many years of experience in digital transformation, and expertise in artificial intelligence, cloud computing, IT security, and customer experience, Arvato Systems offers innovative solutions from a single source. Its strong partner network and ability to provide all services in-house - from consulting to implementation - enable flexible customization to individual customer requirements.
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