#voiceofcustomer

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[jinactusconsulting]

What strategies can businesses adopt to align their crisis management efforts with their customer experience management for the best results?

Aligning crisis management efforts with customer experience management (CEM) is essential to effectively navigate challenging situations while maintaining a positive customer perception. Here are strategies that businesses can adopt to achieve this alignment for the best results:

Develop a Comprehensive Crisis Management Plan: Create a well-defined crisis management plan that outlines roles, responsibilities, communication protocols, and escalation procedures. Include specific strategies for maintaining positive customer experiences during the crisis.

Prioritize Customer Communication: Ensure clear and timely communication with customers throughout the crisis. Provide updates on the situation, any potential impact on products or services, and steps being taken to address the issue. Transparency builds trust and minimizes customer confusion.

Centralize Information: Establish a centralized platform or channel where customers can access accurate and up-to-date information about the crisis. This can be a dedicated webpage, social media updates, or a customer support hotline.

Empower Customer-Facing Teams: Equip customer support and service teams with the information and tools needed to address customer concerns and inquiries effectively. Training should include empathy, active listening, and clear communication skills.

Personalize Communication: Tailor your communication to the specific needs and preferences of each customer segment. Personalization shows that you understand and care about individual customers' situations.

Provide Solutions and Alternatives: Offer solutions, alternatives, or workarounds to minimize disruptions caused by the crisis. This proactive approach demonstrates your commitment to helping customers despite the challenges.

Leverage Digital Channels: Utilize digital platforms, such as social media, email, and live chat, to engage with customers directly. These channels enable real-time interaction and quick responses.

Gather Customer Feedback: Continuously gather feedback from customers about their experiences during the crisis. Use surveys, feedback forms, and social listening tools to understand their concerns and adapt your strategies accordingly.

Monitor Social Media and Online Sentiment: Keep a close eye on social media platforms and online discussions related to the crisis. Respond promptly to customer feedback, addressing both positive and negative sentiment.

Incorporate Customer Suggestions: Use customer feedback and suggestions to make necessary adjustments to your crisis management approach. This demonstrates that you value their input and are actively working to improve their experiences.

Maintain a Positive Tone: Even in challenging times, maintain a positive and empathetic tone in your communication. This can help ease customer anxiety and maintain a sense of normalcy.

Recognize Customer Loyalty: Acknowledge and appreciate loyal customers who continue to support your business during the crisis. Consider offering special incentives or discounts as a token of gratitude.

Learn and Adapt: After the crisis has passed, conduct a thorough review of your crisis management efforts and their impact on customer experiences. Use this information to refine your strategies and improve future responses.

Integrate Lessons into CEM Strategy: Incorporate the lessons learned from the crisis into your long-term CEM strategy. This might involve enhancing communication plans, streamlining processes, or bolstering resources for future challenges.

By aligning crisis management with customer experience management, businesses can demonstrate their commitment to customer well-being, build trust, and maintain positive relationships even in the face of adversity. This approach not only helps mitigate negative impacts but can also strengthen customer loyalty and advocacy over time.

[itssandy-productmarketer]

Go To Market in SaaS: Team Collaboration

The “Go To Market Strategy” built up in SaaS, from a product manager perspective.

You may think you know the definition of a product manager, or perhaps you read the books and thought you were a product manager. I’m going to tell you about the product manager role and collaboration among teams

Product Manager – Definition

A product manager should have the understanding of the customer and their business problems. If you can’t understand your customers or their business, how are you going to effectively support them?

What should the product manager be responsible for?

The product manager bears the responsibility of managing product backlog. They manage it from a high level and decide what the right thing to do is. From then on, they coordinate everything that needs to be done, such as the release of the product. It includes what marketing to do to sell the product, sales to find and attract customers and everything related to marketing and product engineering. It’s an executive role.

What does it look like from the customer side?

The customer needs a product. This needs to be managed in a specific way. A product needs to have a minimum functionality, a minimum value and minimum cost, it needs to have a unique business model and it needs to be easy to use.

SaaS Product Manager – Customer

A good SaaS product manager will be involved with the customer as early as possible. The main problem in SaaS is that a lot of the “customer” requirements come from the customers, sales department and engineering team. If you want to understand the customers’ problem, ask questions. Find out why the customer needs the solution. Once you have the customer’s problem, you can create a product with features and functionalities that is ‘Market Fit’ in true sense.

What does it look like from the sales department and the engineering team?

If you think about the sales department, they are often the ones that ask the product manager what the product should look like. For example, if you go to an online portal, they will tell you what the portal should look like. When they tell you this, they will also give you a “sales funnel”, “marketing funnel” and a “customer lifecycle map”, each one with different stages for different groups of customers. These stages are often very wrong and they will be the ones to do the market analysis. The customer lifecycle map will also look good to the sales department because it will tell them who the different groups are and how they can sell to those groups.

The engineering team is responsible for making sure that all the functionality that the customer needs is implemented. The best thing you can do is ask the customer what they want and try to understand if they have enough functionality and if they need any more.

SaaS Product Manager – Engineering

SaaS product management will often be confused with application management. This is mostly because the marketing manager needs a software that can sell to the market.

The problem is that the engineering team is responsible for building the product, while the marketing department is responsible for marketing the product.

You will not build software only to get it sold. The goal of SaaS is to make money and you need to understand the business to understand how you are going to do that. If you are just marketing a solution that is only a clone of something that already exists, then you are not going to succeed.

[dataanalyticsconsoulting]

Businesses struggle to keep up with the ever-changing needs and expectations of customers, which can lead to the overuse of resources, time, and money. However, implementing a comprehensive Voice of Customer (VoC) solution can make a significant difference. This solution can help businesses understand how customers perceive and interact with their products, services, and brand, enabling them to identify pain points and address them efficiently.

Moreover, it can enhance marketing strategies, brand value, return on investment (ROI), customer retention, and customer satisfaction.

[digitalmarketingenthusiast]

Listen to what your customers are saying with Bytesview.

visit: https://www.bytesview.com/voice-of-customer

[cxuniversity]

Customer Experience Training - Online Courses

CX University is the first to offer Online Courses with Customer Experience Training. Explore courses and shop online to see how we are leading the way in CX training.

[caizhenzhu]

Congratulations Virgin Atlantic Dubai station for winning the Best Airport award 🇬🇧🇦🇪💕#flyvirginatlantic #VS #DXBLHR #voiceofcustomer #bestairport #flightcontrol #dnata (at Dubai International Airport Terminal 1) https://www.instagram.com/p/BtGB4ucFa8H/?utm_source=ig_tumblr_share&igshid=1vts08hd8rq2r

[iglitterycollectionfirelove-blog]

It takes a tremendous amount of resources for a retail to satisfy your customers. Let us help protect that investment and preserve your brand reputation.

[rapidoform]

Elevate your success in 2024 by prioritizing customer feedback! 🌟 Discover how easy-to-complete surveys and actionable insights can transform your business strategy.

[aquavation]

Canoodling with clients is so fun! #ideas #innovation #voiceofcustomer #cycling #camp #event #meeting #charity #fundraising

[groundcontroltoons-blog]

Happy customers - here's one way of getting em. A remake of an old rough doodle, this ones for the NPS champions :-) #nps #voiceofcustomer #csat #customer #crm #comic #sketch #inkonpaper #webcomic #groundcontrol #dataguy #analytics

[gillyroze]

Voice shopping in retail expected to grow to $40 billion by 2022 https://ift.tt/2qq7aSn  #VoiceOfCustomer #BigData #Tungsten

Voice shopping in retail expected to grow to $40 billion by 2022 https://ift.tt/2qq7aSn  #VoiceOfCustomer #BigData #Tungsten

Voice shopping in retail expected to grow to $40 billion by 2022 https://ift.tt/2qq7aSn  #VoiceOfCustomer #BigData #Tungsten

source https://twitter.com/TungstenBigData/status/984326870878556160

[digitalmarketingenthusiast]

Bytesview VoC solution has certain features that give it the ability to extract accurate insights from customer feedback data.

visit: https://www.bytesview.com/voice-of-customer

[cxuniversity]

Our online courses in Customer and Patient Experience have prepared professionals to increase employee engagement and create positive customer experiences. We are leading the way in Experience training!

[iglitterycollectionfirelove-blog]

Whether you need support for one location or around the world, we can deliver a customized technical support solution tailored to your specific needs.