A Guide to Customer Experience Management

For an eCommerce business, the customer experience management (CEM or CXM) is considered as one of the major aspects for building long term relationship with the client/customers.

In CEM, the Magento store owners need to consider conscious and subconscious perceptions of customers resulting in strengthening their interactions with your brand.

Customer Experience Management

The customer experience management is all about knowing customers in depth so that you can provide personalized experiences to them. This in return encourages the customers to be loyal to your brand and most importantly, to refer your brand to others. That's the most valuable form of advertising.

In brief, let's highlight the importance of customer experience management

• Strengthen brand preferences
• Trust building
• Boost recurring sales
• Improve customer loyalty
• Increase referral sales

Now that we understand what Customer Experience Management (CEM/CXM) is and its importance, let's discuss some techniques to boost CEM and extract most from it.

Let's take an example. Suppose that you are running an eCommerce business powered by Magento Development services selling products say fashion-related products.

1. Language

In Magento eCommerce business, it is generally seen that the store targets to provide services/products across a wide geographical area. The people reaching the store come from multiple communities and speak different languages according to their geographical location.

In this scenario case, enabling the customers to navigate store as per their local language provides a highly personalized customer experience. For example, you have a Magento eCommerce store targeting European countries. Now each European country has its own language. Here, Magento multi-language store will provide a personalized experience to the customer enabling the store visitor to navigate in his native language.

The Magento 2 Google translate extension changes the store navigation language as per the geographical location of the visitor. Apart from this, the Google Auto Translate extension allows the eCommerce store visitors to change the language as per their choice.

This offers flexibility to customers. Additionally, Magento 2 multi-language extension also favors scaling the store to target a wide range of locations.

2. Quick Order

This is yet another way to demonstrate personal experience to the customers. Suppose a customer wants to make a purchase (even in bulk) and he knows the name or SKU of the product. In such a scenario, the customer can search the product by name or SKU in the search sections.

In the above example, Quick order Magento 2 extension makes the process easy. The Magento 2 quick order extension allows the customers to quickly search the product by providing the name or SKU of the product.

In this way, the Magento Quick Order extensions provide a hassle-free mechanism to search and purchase the product from the Magento store. This has an ultimate benefit for the wholesalers who want to purchase a wide range of products in bulk.

3. Filter Payment Methods

This is another benefit for the Magento store owners as well as for customers. Once the customer has added all the products to the cart and proceeds to the checkout process, the business owners can provide the pre-filtered payment methods to the customers based on the location of delivery, product purchased, etc.

Let's discuss with the example under point 2 above. Say that the customer has selected the product and proceeds to the checkout process. Now depending on the product and location of product delivery, the admin can set rules and provide restricted payment methods for billing.

In the case of Magento eCommerce store, the Magento 2 custom payment method module enables the admin to provide selected payment methods to the customer. The Magento 2 custom payment method also allows the admin to provide default payment options that will be available to all the customers if the rules are not applied by the admin.

The above terminologies when implemented seriously, provide fruitful results with the aim to build a personalized experience for the customers.

Next is a pro tip that you can utilize in a Magento eCommerce store to provide more enhanced customer experience and a strong relationship.

Magento customer attributes extension

The Magento 2 customer attributes extension allows the store owners to collect as much information of the customer as possible from the registration, account detail and checkout page.

This Magento customer attributes extension, by enabling the admin to collect multiple information from the customers can be used to provide custom offers available as per the geographical location of the customer. Besides that, the admin can send customized emails to the customers on the festival, seasonal greetings, birthday wishes, etc.

The information from the customer can be utilized in a number of ways with the vision to create interactive customer experiences.

“Remember to deliver the right message on the right place and time”

This phrase can be considered as the backbone of absolute customer experience. Acting in accordance with the phrase, enables the business owners to offer their customers with appropriate product and service as per their need by making the customer realize about the care they want to deliver.

For more details, visit evincemage.com