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To my friends out there with an interest in AI, Machine Learning, and a little Customer Experience, I wanted to share this with you. Check out this article. It's a quick and relatively painless read I was excited to post here on Linkedin so you could see it. The content itself is not novel but perhaps it's thoughtful. It'll take you all of 3 minutes to get through and I hope you read it through the final sentences down at the bottom.

"Customer experience management (CEM) is a customer-centric company strategy that aims to enhance customer engagement and customer loyalty while minimizing customer churn.

A customer's experiences with a specific organization can be broken down into 5 basic categories:

1. Purpose of the customer - Why did they decide to do business

with this company?

2. Engage in their brand - How engaged are they right now?

3. Achieve their objective - What was their outcome from dealing

with it?

4. Retain faith in your brand - Do they have faith that you will

continue to provide superior customer service and quality products/services

going forward?

5. End up being a customer advocate for your brand - Are they

happy enough with their customer experience that they are actively recommending

your brand to others?

To ensure customer loyalty, customer experience managers must understand customer demographics, customer buying habits/processes, customer service preferences, customer needs, and their general characteristics. Customer Experience Managers need to be able to listen to customer feedback in order to collect data that can help them provide better products or services for their customers based on what the customer actually wants. They also must be able to develop processes that are specific to different types of customers based on these preferences that will allow employees of the organization receive the proper training they need in order to efficiently assist each customer with their particular needs. All this leads up understanding which metrics are important when it comes to measuring CX program success.

Acquiring customer experience data will involve customer surveys, customer focus groups, customer complaint/compliment log reviews, customer complaint/compliment call center reviews, and customer visits. This information will help CX managers to analyze customer feedback data to make adjustments or enhancements for their organization's processes or product features. Communicating the value of customer feedback with employees will motivate them to become more engaged in their work because they know that their contributions are still highly valued even though they might not be seeing immediate results. Empowering frontline employees is another important aspect that contributes to positive customer experiences because making sure these employees have access to the proper tools (software programs) allows them to provide the best possible service based on what the customer's needs are. Customer Experience Managers should also focus on customer retention because even though CX programs might not attract new customers, they can keep the existing customer base from leaving due to a bad customer experience.

If customer experience is a core organizational value and customer feedback is heard and acted upon, then it's possible that customer advocacy will take place. People who are happy with their customer experiences will recommend your brand to others which means you have done a good job of establishing customer loyalty. In order for this to happen, customers must feel as though their input was valued, responded to in a timely manner and has led to some sort of change or enhancement by the company. If these things don't happen then any attempts at using customer feedback as leverage for growth within an organization are wasted.

Measuring customer experience will involve customer satisfaction surveys that are available at the end of customer interactions for customer feedback, customer complaints/compliments logs and call center records as well as customer visit reports where customer experiences can be observed first-hand. CX managers should be using those specific metrics to measure their programs' success because they allow them to assess their program's effectiveness by comparing customer feedback from different points in time. This helps make any adjustments or enhancements needed for improving a business's customer experience efforts.

One important metric is a Net Promoter Score (NPS), which is calculated by asking customers one simple question: How likely would you be to recommend our company//service to a friend or colleague? Customers respond to this question on a scale from 0-10. A customer's overall NPS is the total of all responses from that customer divided by the number of customer responses. For example, if a customer responds with 9 and 7, then that customer has an overall NPS of 8/2=4, which would be considered a positive response because it's in the range between 0-10.

By using customer feedback data collected through surveys or other methods over time, managers can make adjustments or enhancements needed in order for their organization to provide higher quality products or services to its customers. Some examples include implementing new training programs for customer service staff, adding new product features based on customer suggestions, and incentivizing employees who go above and beyond customer expectations.

Successful customer experience strategies focus on customer interactions that are accurate, relevant, and consistent. Accurate customer interaction builds customer trust because they know that the information they're receiving is reliable. Relevant customer interactions happen when customers receive information that directly addresses their needs which makes them feel valued as a customer because you've listened to what they had to say or addressed any concerns they had about your product or service. Consistent customer interactions improve the organization's image by creating positive experiences for all customers so it shows potential customers how serious the business is about providing top quality customer care.

Customer personalization occurs when businesses use customer data (demographic, past transaction history) to predict what their next likely action will be and then tailor customer offers and interactions in a way that addresses customer concerns and satisfies customer needs. This enhances customer experience because they receive discounts/offers that are relevant to their customer profile, the customer interacts with the company when it's convenient for them (time of day, time zone) and customer questions or complaints are resolved in an efficient manner.

Customer service is what happens when customers interact with customer support representatives through phone calls, emails, live chats, or social media channels. Things like wait times for a response, types of communication used, and customer satisfaction can all be improved by taking advantage of customer feedback which requires listening to what customers have to say about how they're being treated and then making adjustments accordingly. Customer service also includes monitoring the quality of sales and customer support operations as well as customer complaints and bug reports.

Customer experience is the sum of multiple customer touchpoints including customer service, product usability, and how customers feel when they interact with a company's marketing material. It also includes how employees work together to deliver customer experiences that meet customer expectations or exceed them.

Employee engagement is an important aspect of customer experience strategy because their role in delivering excellent customer care and ultimately building customer loyalty cannot be understated. How engaged your workers are with their jobs can impact both an organization's reputation (internal) and its relationship with customers (external). People who aren't engaged at work tend to lose interest quickly, provide subpar customer care and decrease overall productivity. Engaged employees show customer care through customer problem resolution, customer recommendations and customer satisfaction surveys.

The customer experience strategy is the plan that an organization uses to deliver on its customer experience vision and goals in a way that's tailored to meet customer needs or expectations. Customer experience strategies come from data collected about customer interactions so it requires listening to customers and incorporating their suggestions when making decisions about what kind of customer experiences they want to give them [ie: product features, changes in personnel training]."

NOTE: This whole article was automatically and autonomously written using Jarvis.ai's natural language generation system based upon GPT3. It was created with very limited prompting by me and with zero editing after the software wrote it. Sharing it with you here to get you thinking about what's truly possible with business-ready AI in a truly practical way. It blew my mind.

Boom.