Nowadays, everyone knows what a startup is. We’ve all heard the amazing success stories of some of the most dynamic ones, and we’ve also heard about the crash-and-burn failures of those that start with a great idea but end up not being able to execute.
The reasons for failure are varied. Sometimes it’s poor management. Sometimes it’s timing. And some, frankly, might be a little luck. But what distinguishes the failures from the successes is often the tools that they’re able to rely on to do crucial things for them—to manage the customer relationships, to automate when possible. The end result enables the startup generators to spend more time on their product, on engaging with customers, and on building a successful foundation for years, if not decades, to come. So what are those tools and how can entrepreneurs use them? This graphic explains more about them.
You’ve heard of ‘customer experience’ before, but what goes into something as intangible as customer experience? It’s a broad, exhaustive topic, but in sum, you want your customers to have the best interaction possible when they engage with your business. Actually achieving ‘the best customer experience’, however, is much easier said than done. In order to fully comprehend and manage customer experience, it helps to have a complete understanding of your customer and to fully evaluate your customer cycle (sales funnel), both online and offline.
Your customer experience involves interactions with your customer service representatives on the phone and in person. It also includes how users find and interact with your website, their reactions to your email marketing, and what they do on your landing pages. There’s a lot of confusion surrounding customer experience — what it is, how it relates to user experience, and how a company can measure and improve it. To better understand the nuances associated with customer management, let’s first discuss the differences between customer experience and user experience, and how they work together.