Customer experience management can be gauged in ways other than the traditional in-store or in-person visit.Effective customer experience management can also work well when done via social media.Interaction with current,prospective and even former clients online,whether they love you or think your business needs some big improvement,is essential given the popularity of social networking sites like Facebook and Twitter.A recent blog post on customer experience management said that while more than 85 percent of businesses had adopted social media as part of their marketing and engagement strategies, less than 15 percent of them can call them fully fleshed out and "mature.".The author summarized what great social customer experience management meant and described in detail how those steps might be carried out.The six steps he said companies should follow to provide stellar customer experience management..1.Identify the proper channels of communication.2.Really get to know customers.3.Set social media goals and metrics.4.Put quality people, processes and technology in place.5.Follow proper social media etiquette.6.Analyze any feedback received.Identifying the proper channels is crucial for good customer experience management because it will not make sense for every company to interact with customers through every social media channel out there.Retailers and companies with highly visual products, for example, may want to share photos through an image-rich service; a restaurant or concert venue might like to engage its customers with check-in specials.Goal setting is equally important.Any company that has ever jumped in to social customer experience management without first setting concrete goals and milestones to reach along the way knows how frustrating and pointless it all can seem after even a short time.Having objectives that make a staff's efforts measurable and the results more tangible will make the entire program more worthwhile.Businesses should also be sure to remain consistent in their efforts.Some are quick to adopt the latest new technologies and jump on to every platform that becomes available, and it can be easy to abandon other strategies in their wake, even those that may have been working well beforehand.If a company chooses to create a blog or establish a presence on one of the many social networks out there, the posts and engagement should keep rolling until the customers have indicated otherwise.Few things turn customers off more than being ignored or forgotten, whether they are in the store or seated at their computer.Which leads to the final point. Companies hoping to find success through social customer experience management would do well to remember that, in the end, they are still dealing with real people -- even if it is "only" through a computer -- who will ultimately decide their business' success or failure.Good social customer experience management focuses more on the customer than on the social.
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