A number of similar-sounding terms are currently being bandied about in the tech industry. To make matters worse, what were once distinct dividing lines defining content-oriented technologies, these boundaries have now become fuzzy. Let’s pause a moment and take a look at the similarities and key differences. You’ll come to have a better understanding of the relationship between customer communication management (CCM) and the customer experience (CX).
Companies and organizations build relationships with their customers through a series of events and communications. These strings of interactions are categorized as a customer journey and every customer’s journey is unique. Key to this concept is customizing the journey for each individual participant.
In the era of constantly morphing information and technology innovations, new avenues of communication pop up almost every week. Companies attempting to contact and capture new target markets while contending with shifting demographics can spend countless labor-hours on communication efforts.
Each customer journey will be different from organization to organization. Even between competitors in the same industry, every customer journey will be unique. Due to the many variations during the individualized nature of customer journey, it can be hard to pin down an exact definition of what that entails.
Brand perception, brand image, and branding in general continue gaining in importance\ as a major topic of discussion for companies in 2020. One aspect of building and maintaining a brand is developing the brand’s voice. Once developed, the brand voice becomes an integral component of all customer communications. Regardless of channel, demographic, or the specific target-market, maintaining your brand’s voice yields powerful results that drive important metrics.
Consumers have come to expect an overall higher quality experience from companies. Customers look for better interactions in vital business arenas such as: simple self service and high-quality customer support options; user-friendly and intuitive interactions—the list of expectations grows from there.