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Customer Experience Program

What is a customer experience program?

A customer experience program is an action plan set in place to make your organization more customer-centric. It involves all the tools, techniques, strategies, and initiatives that are aligned towards creating better experiences for your customers and winning their loyalty and advocacy.

It’s the system that your organization uses to implement your customer experience management strategy and improve the interactions that your customers and leads have with your organization over various touchpoints and channels.

Why is it important to have a customer experience program?

Your customer experience can literally make or break your brand. Deliver a substandard customer experience and you’ll be leaking customers faster than a tank punctured with a hundred holes.

But that’s not the only problem. You’ll also have to deal with the fact that your former customers would proceed to tell everyone in their circles about the bad customer experience that they went through. 

How to avoid that? Give your customers a great experience. 

But you can’t really go ad hoc with it. You need to have a plan and a system in place to help you organize your efforts towards creating better customer experiences, increasing loyalty, and generating positive word of mouth.

That’s where a well-defined customer experience program comes into the picture. It guides your efforts, gives you direction, and helps you be consistent in delivering top-notch customer experiences.


Requirements for creating a good customer experience program

Here’s what you need to have in place if you wish to create a high-performing customer experience program:

1. Complete organizational alignment

Your entire organization has to be aligned towards improving your customer experience - not just your customer support and sales teams.

Everyone, across every department, all the way from the C-suite to entry-level employees needs to know why it is important to have a great customer experience, understand what kind of experience the company intends to deliver, and ensure that they do what it takes to make it happen.


2. Empowered employees

Your customer experience program won’t do much good if your employees constantly need to seek permission from their managers. That means that your customers will have to wait longer to get their issues resolved, leading to higher levels of customer frustration.

Set a monetary limit that empowers your employees to spend a certain amount of money to solve customer problems without needing to seek authorization.


3. Data

You can’t have a customer experience program without data. You need data about loyalty rates, purchase frequency, etc., but you also need data regarding customer feedback.


4. The right technology

You need technology that helps you visualize data and take action on it. After seeing the data, you need to be ready to adopt technology that could help you improve on your metrics (eg. using chatbots to increase customer engagement).

Build an AI chatbot to engage your always-on customers

How do you create an effective customer experience program?

1. Define your vision

This defines the kind of experience that your organization commits to delivering. It outlines the criteria against which your CX initiatives shall be measured.


2. Customer journey mapping

Map the customer journey across all touchpoints. Understand the experience your customers go through at each touchpoint and look for gaps and areas of improvement.


3. Get feedback

This can’t be a purely theoretical process. You need to speak to your customers and ask them for feedback on the entire experience as well as on individual touchpoints and interactions.


4. Redesign the touchpoints

Based on your data and the feedback that you collect, identify and prioritize customer touchpoints that need to be redesigned. Make sure that the initiatives align with your vision.


5. Create a CX dashboard 

Your initiatives need to be backed up by real-time data. Create dashboards that pull this data and help you see how your initiatives are performing, which ones you need to double down on and which ones need to be killed.


6. Recognition

Recognize and reward team members that display customer-centric behaviors and work in ways that positively impact your customer experience.

Let's build your first AI Chatbot today!


About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

So, are you ready to create unbelievably smooth experiences?

Check us out!

Customer Experience Program

October 14, 2020

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

What is a customer experience program?

A customer experience program is an action plan set in place to make your organization more customer-centric. It involves all the tools, techniques, strategies, and initiatives that are aligned towards creating better experiences for your customers and winning their loyalty and advocacy.

It’s the system that your organization uses to implement your customer experience management strategy and improve the interactions that your customers and leads have with your organization over various touchpoints and channels.

Why is it important to have a customer experience program?

Your customer experience can literally make or break your brand. Deliver a substandard customer experience and you’ll be leaking customers faster than a tank punctured with a hundred holes.

But that’s not the only problem. You’ll also have to deal with the fact that your former customers would proceed to tell everyone in their circles about the bad customer experience that they went through. 

How to avoid that? Give your customers a great experience. 

But you can’t really go ad hoc with it. You need to have a plan and a system in place to help you organize your efforts towards creating better customer experiences, increasing loyalty, and generating positive word of mouth.

That’s where a well-defined customer experience program comes into the picture. It guides your efforts, gives you direction, and helps you be consistent in delivering top-notch customer experiences.


Requirements for creating a good customer experience program

Here’s what you need to have in place if you wish to create a high-performing customer experience program:

1. Complete organizational alignment

Your entire organization has to be aligned towards improving your customer experience - not just your customer support and sales teams.

Everyone, across every department, all the way from the C-suite to entry-level employees needs to know why it is important to have a great customer experience, understand what kind of experience the company intends to deliver, and ensure that they do what it takes to make it happen.


2. Empowered employees

Your customer experience program won’t do much good if your employees constantly need to seek permission from their managers. That means that your customers will have to wait longer to get their issues resolved, leading to higher levels of customer frustration.

Set a monetary limit that empowers your employees to spend a certain amount of money to solve customer problems without needing to seek authorization.


3. Data

You can’t have a customer experience program without data. You need data about loyalty rates, purchase frequency, etc., but you also need data regarding customer feedback.


4. The right technology

You need technology that helps you visualize data and take action on it. After seeing the data, you need to be ready to adopt technology that could help you improve on your metrics (eg. using chatbots to increase customer engagement).

Build an AI chatbot to engage your always-on customers

How do you create an effective customer experience program?

1. Define your vision

This defines the kind of experience that your organization commits to delivering. It outlines the criteria against which your CX initiatives shall be measured.


2. Customer journey mapping

Map the customer journey across all touchpoints. Understand the experience your customers go through at each touchpoint and look for gaps and areas of improvement.


3. Get feedback

This can’t be a purely theoretical process. You need to speak to your customers and ask them for feedback on the entire experience as well as on individual touchpoints and interactions.


4. Redesign the touchpoints

Based on your data and the feedback that you collect, identify and prioritize customer touchpoints that need to be redesigned. Make sure that the initiatives align with your vision.


5. Create a CX dashboard 

Your initiatives need to be backed up by real-time data. Create dashboards that pull this data and help you see how your initiatives are performing, which ones you need to double down on and which ones need to be killed.


6. Recognition

Recognize and reward team members that display customer-centric behaviors and work in ways that positively impact your customer experience.

Let's build your first AI Chatbot today!


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