A Definition of Customer Experience Management Customer experience management (CEM) describes how a company takes control of its interactions with customers. Gartner offers a spot-on CEM definition: “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” Organizations’ departments and groups often plan customer interactions from their own perspectives, or silos, rather than from a customer’s perspective. CEM is the concept of viewing and improving those interactions entirely from the customers’ perspective, and true CEM encompasses the customers’ entire journey with a business. The goal of customer experience management is to build customer loyalty and to reduce customer churn. Benefits of Customer Experience Management As businesses find themselves trying to remain competitive in today’s ultra-competitive and connected world, customer experience management has become critical to their success. In fact, customer experience management is incredibly valuable to companies of nearly any size because of the benefits of CEM, as outlined by SAS: Strengthen brand preference through differentiated experiences Increase revenue with incremental sales from existing customers and new sales by word of mouth Improve customer loyalty, and create brand advocates, through valued and memorable customer interactions Reduce customer churn to lower costs Methods of Customer Experience Management There are several methods of customer experience management, but most companies approach it using the same basic CEM model. First, companies get feedback from their customers to get a fundamental understanding of their experience. Companies may capture feedback through surveys and customer satisfaction polls and outreach. After companies have gathered feedback from customers, they share the insights across the organization. It is most helpful if the insights are shared in a timely fashion and in the most relevant way for each department. It’s critical that the right people get the right customer insights at the right time. Finally, companies need to ensure they are delivering the optimal customer experience based on that feedback. Companies must continually evaluate their customer experience in order to improve upon it. Challenges of Customer Experience Management Of course, designing a successful CEM strategy can be a daunting task. Businesses must know their customers, and know them well, in order to get customer experience management right. One of the toughest challenges is creating a consistent multi-channel brand experience. Don’t forget that customers are interacting with your brand online, through customer service, in person, and more. It is crucial that you ensure brand consistency at every point of interaction. Another challenge of customer experience management is getting a single view of the customer. Companies get customer data from a multitude of sources, and the trick is to consolidate all of that data into a single view to gain a 360-degree view of the customer. This becomes especially difficult if the data remains siloed. Another challenge of customer experience management is personalization. Customers have expectations and are aware that companies have more information about them today than ever before. That translates to customer demand for personalization, and businesses must remember to personalize every interaction. Businesses can succeed at personalization if they add context to their customer focus so they can offer what the customer wants, when the customer wants it. Customer Experience Management Systems Companies do not need to handle their customer experience management all on their own. Customer experience management systems are software solutions that help to improve time-to-market by delivering more personalized experiences to customers. Leading customer experience management solutions connect data sources in real time so that companies are better equipped to engage customers through personalized experiences, which leads to greater customer lifetime value. The key to customer experience management is getting a single view of customers by breaking down silos and getting the deep customer insights that help businesses create more personalized customer interactions.
Introduction : Surajkund Crafts Mela is an annual fest that takes place in Faridabad, Haryana. The footfall is estimated in millions and is one of the most popular and largest fairs in the world. It was first hosted in 1987 and last year the the footfall was more than 1.2 million. The 32nd edition of the event will be organized in February 2018 and it is a joint venture of the Haryana Tourism and Surajkund Craft Mela Authority. It is considered as one of the most significant tourism events in Haryana. A lot of national and international tourists will be visiting. People can experience a vivid mixture of tradition, culture, art, craft, music, dance, etc, which would overwhelm your heart with joy. The colorful ambiance and the immersive cultural ethos in the place will surely delight everyone who visits this vibrant festival. Food is an important aspect of the Surajkund Crafts Mela. You can get cuisines from nearly all states of India and experience the joy of eating numerous Indian dishes. Fast food lovers will not be disappointed as some fast food stalls are also there. Surajkund Mela represents the richness and diversity of India through skilled Indian craftsmen, artisans, weavers and workers. It also provides an opportunity to SAARC nations to show their talent. The natural craft involved in the handlooms, handicrafts and cultural fabrics demonstrate the diversity of the culture of India. Pottery, sculptures, embroidery, weaving items can also be seen in the Mela along with metal work and wooden work. Other than the art and craft, there are a lot of cultural programs, open-air theatres and chaupals at the Mela which glorify the surroundings of the place. Various folk artists come from different parts to perform here. Important Details : Surajkund Crafts Mela will begin on 2 February and will end on 18 February 2018. The timings will be 10:30 am to 8:30 p.m. The cost of tickets ranges from Rs. 50 to Rs. 150. This year the theme state for the Mela is Uttar Pradesh. This year, Surajkund Mela will have Uttar Pradesh as the theme state. Uttar Pradesh is one of the most popular and largest states in India which has a rich tradition in history. So, the footfall expected this year is relatively high. The Inception of Surajkund Mela The term Surajkund means “the Lake of the Sun”. There was a Tomar chieftain named Surajpal who built a sun pool and amphitheater there. Surajkund is an artificial lake constructed in the backdrop of the Aravalli hills. Surajkund was a simple tourist destination, but in 1987, the first Surajkund Mela was organised and after that, it became one of the most popular tourist sites of Haryana where centuries-old crafts and traditions of India are given importance Main Attractions : · Get familiar with culture, traditions, music and dance forms of various states of India · Diversity and ethnicity of India can be experienced under a single roof. · Sumptuous food and cuisines from all the states of India. · A lot of buyers and sellers meet which leads to growth in their business.