Online reputation management (ORM) for your brand is directly linked to customer experiences. Industries utilize powerful CXM tools to identify, analyze, and implement strategies that improve customer experiences and enhance their ORM efforts.

In this post, we’re going to delve into how better CXM enables better ORM. But first, let’s start by understanding more about CXM.

What is CXM?

CXM/CEM or Customer Experience Management is the process of designing and reacting to customer interactions to improve their satisfaction by exceeding expectations. Through effective social listening and content strategies, companies can align their brand communications to meet the demands of their customers.

By analyzing the customer experience with in-depth real-time insights, CXM software can harness the power of your brand’s digital presence. With foresight about the market movement and customer sentiment, companies can project an identity that resonates with their ideal customer. 

Let’s find out how.

• Become a customer-centric brand

Putting the customer at the heart of your business is essential. Customer experience is more important than product pricing in terms of being a brand differentiator. Using an effective CXM platform, you gain in-depth data-driven insights into the behavior and interests of your customers. This helps your brand create and implement a strategy to invoke brand advocacy. By aligning your business to customers’ needs, CEM analytics is a useful tool for businesses of all sizes to learn and influence customer experiences.

• Personalize  marketing efforts

With the vast database of knowledge collected through CXM applications, you have the edge over the competition. You realize the ideal channels to communicate with your target customer. This means that you have a larger scope for personalized communications with customers in real-time. The practice of personalizing your marketing efforts returns a high ROI because customers respond promptly to it. 

• Omnichannel customer experiences

One of the biggest benefits of omnichannel customer experience is that everything associated with a brand can be found in one place. You can have an app, a website, social media channels, and email communications synced to one centralized platform. This kind of convenience encourages brand advocacy among customers, who value the convenience of interacting with your brand’s offering. Creating an omnichannel customer experience ensures that you retain more customers through a holistic view of each customer and their interactions with your brand. Thus, CXM helps gather more profitability when facilitating a one-stop solution to your customer demands.

• Measure customer sentiment

By measuring customer sentiment using CXM analytics, you have the intelligence to improve their experiences. Through social listening, you learn about the pros and cons of your brand from the discussions online. The CXM tools then target customers who are likely to promote your brand vs those who are unhappy with your services. This data type can be used for effective online reputation management to avoid a crisis before it emerges. Additionally, by measuring the customer sentiment, you can retain loyal customers and create a personalized experience to renew your reputation among detractors. When you have accurate data, the marketing process is timely, cost-effective, and guaranteed to return a positive response.

• Turn customers into advocates

Once you have projected a customer-centric brand image, people will vouch for you across multiple channels. Through CXM applications, you can leverage the right demographic of customers to generate more leads and sales for your products and services.

For example, if you find that customers responded well to one of your videos, you can remarket the idea with fresh content to further appeal to their interests. If you receive terrific reviews for your product, you can send personalized offers to happy customers so that they continue to spread a positive word about your brand. As a central focus of online reputation management, turning conversions into loyal advocacy is pivotal to a brand’s journey in the market. With CXM software, it is much easier to identify the promoters and nurture them as an extension of your very own sales team. When a customer helps sell your product, you have managed to secure a lifetime asset for your brand.

• Gain valuable market feedback

One of the most fundamental aspects of online reputation management is understanding customer feedback. Through CXM and social listening, you can set up multiple sources of feedback directly from the customers. This type of data collection can be used to improve their experiences and improve your brand’s offering. By delving into the customer sentiment, CXM software allows brands to make more informed decisions and safeguard their reputation in the market. With in-depth analytics like engagement, conversion rates, brand mentions, etc., you can position your brand for improved success. You can use the feedback data to improve your goods and services by contending with top players in the industry. 

Improved customer experiences lead to improved brand value and enhanced brand presence.

To dominate the market, you have to work your way up from customer experiences to customer satisfaction and brand advocacy. Utilizing  CXM for ORM not only improves the overall brand identity but also fosters more engagement with your branded content. Thus, CXM provides brands with unmatched business intelligence to navigate any crisis and emerge victoriously. After all, when you are in charge of your customer’s experiences, your reputation in the industry grows into influence. Influence is every brand’s ultimate arsenal.

Tags: customer experience, Customer Service, CXM, Online Reputation Management, online reviews, ORM, Sentiment Analysis