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Components of Customer Experience Management

In any business, customer experience (CX) is an important part of marketing. It has a wide scope and in general deals with all the interactions that a person has with a brand.  It is defined by interactions between a customer and an organization throughout their business relationship. Interaction can include awareness, discovery, cultivation, advocacy, purchases, and service.

Therefore CX is an umbrella that goes beyond User Experience (UX) since it includes some aspects outside of a productive interaction that UX does not cover. It is an integral part of Customer Relationship Management (CRM) and the reason why it’s important is that a customer who has a positive experience with a business is more likely to become a repeat and loyal customer. You can Know key elements of CX from this article.

Components of Customer Experience Management

CX framework - customer experience

Customer Experience -The experience Promise

Customer promise is a contract between the council and its customers, whichever service they use and however they choose to contact us. The customer promise was developed as part of the council’s drive to put the customer first and deliver services that are accessible to all the

Also, the brand promise is a statement made by an organization to its customers stating what customers can expect from their product and services. This is in terms of the benefits and experiences the tangible and the intangible, i.e., the value proposition. It is the most important aspect of a brand. Both of two promises is very important to CX.

customer experience- Organizational Alignment

It is a process of ensuring all aspects of your organisation are aligned with the realisation of its strategy – operationally (the businesses ability to deliver its ‘mission’) and strategically (the management of the business to achieve its vision).

It’s very much the same for an organization. Without alignment, the best strategic plan will never be fully achieved because organizational alignment is the glue that makes strategy execution excellence happen. That’s why organizational alignment is so important for achieving better performance results.


Establishing a customer culture starts at the very top. Without executive-level buy-in, there is a low probability of creating maximum impact for any customer-centric initiative. It is important to garner the support of lower-level leaders to truly move the needle on improving customer experience management. Leaders set the tone for their subordinates, so if a leader decides that the customer is important, their direct reports will follow suit.

Process and Infrastructure

Customer experience management is an important thing that must be taken into consideration. It looks at brand values and attributes as drivers of decision about how to treat customers and looks at the role of employee engagement as a key differentiator.

 CX Process provides the business process management building blocks you need to support complex application environments, enabling you to model and measure multi‑channel customer journeys.

Voice of The Customer

VOC is a term used to describe the in-depth process of capturing customer’s expectations, preferences and aversions. It helps businesses hone their product or service into something that customers truly want and will continue to invest time and money into. Instead of just collecting data, VOC focuses on understanding it. There’s more to Voice of the Customer than sending out a survey and hoping for a good response.

Performance Metrics

They are defined as figures and data representative of an organization’s actions, abilities, and overall quality. There are many different forms of performance metrics, including sales, profit, ROI, customer happiness, customer reviews, personal reviews, overall quality, and reputation in a marketplace. 

This is because metrics are the numbers that are being measured on a daily basis. Management philosophy also believes that what is measured gets managed. Hencemetrics suggest whether the process is in order or needs external interference. They, therefore, form the basis of control in any organization.

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