Customer Experience is an important measure that is used in the recent times to understand ways to strengthen the bond with the customers. Customer Experience Management involves a series of processes to track and analyse interaction between the organization and the company throughout the purchase or transaction lifecyle. The whole exercise is channelized to understand customer needs better and understand ways to build customer loyalty.
Lotus has thorough experience in customer experience management. It can help companies understand customer experiences not only from traditional channels such as purchases, service requests, call centre communications, but also through social media platforms such as Twitter, Facebook etc., Lotus can track down customer opinions and preferences from social media channels and thus can provide useful insights to the company by analyzing the sentiments expressed.
Lotus can also help SMEs create a strategy to measure customer experience at every touch point across the entire process value chain. This can help organizations to achieve organic growth by building a loyal and growing customer base.