The 4 Pillars of Omnichannel Customer Experience Management is a framework for efficient and effective customer experience management. Developed by Mr. Sameer Narkar, Founder and CEO of Konnect Insights, it enables brands to take their CXM to the next level.
The Podcast
In this podcast, Mr. Meldon Morais, VP Marketing and Partnerships at Konnect Insights hosts Mr. Sameer Narkar, Founder and CEO at Konnect Insights. These are the faces behind the concept of the 4 Pillars of Customer Experience Management. Get an insight into how the 4 Pillars are actioned to propel customer satisfaction to higher levels in the real world. Explore how some of the biggest brands ensure the highest levels of customer satisfaction
The 4 Pillars of Customer Experience Management
The 4 Pillars are a set of processes that need to be undertaken by teams in order to ensure the highest levels of customer satisfaction.
The First Pillar
The First Pillar includes tracking conversations from the online web, social media channels, emails, and offline touchpoints. In this phase, teams need to collect all the conversations happening about their brand for further steps.
The Second Pillar
Similar to the first pillar, the Second Pillar includes Calls and Chats. This phase is where teams make the necessary arrangements to track customer calls and chats that are made to the brand.
So far we are only collecting conversations, in the subsequent steps, we are going to action them. CONTINUE LISTENING ON THE PODCAST
The Third Pillar
The third Pillar includes Analytics and CRM. This is the step where teams scrutinize customer data as well as conversation data. They use this data and analyze it with the help of analytics and Business Intelligence tools to derive patterns and trends to unravel underlying trends.
The Fourth Pillar
Arguably the most important step. So far the teams have been undertaking passive steps, this is the step where the teams take action. With the help of publishing and marketing automation, teams communicate back to conversations about them. Acknowledging appreciation, resolving queries, and ensuring necessary arrangements for dissatisfied customers.
Watch Now! – CX with Konnect -A podcast on the 4 Pillars of Omnichannel Customer Experience Management.
Conclusion
The 4 Pillars of Customer Experience Management have been at the backbone of many brands’ customer experience strategy. Employing the framework has enhanced their social media and online reputation as well as enabled them to improve customer satisfaction and loyalty.
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