CUSTOMER EXPERIENCE MANAGEMENT

Customer Experience

It refers to the total value your customers give to your brand in line with their relationship with your brand at each point of contact. This value consists of emotional evaluations formed in the light of concrete data at the touch points. Therefore, all touch points complement each other like pieces of a puzzle and form a total customer experience.

If even one of the pieces is missing, the customer's perception of that brand will be negatively affected.  Touch points can be any point where the customer encounters the brand, such as the product/service itself, pre, during and post-sales processes.

Customer Experience Management (CEM) is;

the science and art of managing all relationships across all touch points to maximize the total value your customers give to your brand. Only when all the pieces of the puzzle are put in the right places by the right people, in the right way, we can talk about the correct management of Customer Experience. This can only be possible if everyone working within the organization, from the top to the bottom, is aware of the importance of customer experience and works towards the same goal.

Thanks to effective customer experience management, many tangible data that will directly affect profitability, such as reduced customer churn rate, increased wallet share and cross-selling, and reduced cost of finding new customers will be obtained.

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