Managing customer experience for your SMB is a multiple pronged approach that demands a complete cultural overhaul. It encompasses everything from evaluating your current business standing and finding your X-factor to instilling behavioural change in your employees, leveraging technological platforms, building online relationships, constantly innovating, generating referrals, networking, collaborating and engaging with all business stakeholders at every touch-point. Only then can you bridge the gap between your brand and your customer expectations.

1. 10 Reasons Why SMBs Must Implement a
Customer EXPERIENCE Management
Culture Today!
Presented by
Logan Nathan
Customer Experience Management

2. Customer Experience Management
Note:
solomoIT is an independent company based in not
associated in anyway with LinkedIn.
Training & Coaching we provide are based on our own
independent research and ‘hands-on’ use of this platform
for business and individual use.
Read the full article Here

3. Read the full article Here
Are you guilty of treating Digital Marketing as a
nice to have rather than an integral part of your
Online Brand Strategy?
If yes, then your business needs a Customer
Experience Management culture to foster loyalty,
brand advocacy and ultimately, more referrals.
Customer Experience Management

4. Customer Experience Management
Read the full article Here
So what are the 10 elements that
SMBs must focus on to deliver an
exceptional Customer Experience to
their online audience?
Let’s dive in!
Read the full article Here

5. Your Business First
Read the full article Here
Customer Experience Management or CXM requires redefining your business and re-
examining every customer touchpoint to understand where your business stands!
The key lies in identifying:
• Customer experience loop holes
• Misalignment between customer expectations and brand promise
• Need to shift culture from business focus to customer focus

6. If You Don’t Bring Yours, Someone Else will Bring Theirs
Read the full article Here
The ability for customers to connect with a well recommended, local service
provider whenever they want, could be the X-factor that sets you apart!!
SMBs can create their X-factor by:
• Localising and Humanising their offer
• Be reachable through social and mobile
• Discover and leverage the basis of differentiation

7. Need Behavioural Change
Read the full article Here
Employees play an integral role in delivering your products and services.
Adopting CXM as part of company culture then means a strategy buy in from
employees!
SMBs can achieve this by:
• Employee engagement programs
• Upskilling with latest technology tools and platforms
• Treating employees as your first customers!

8. Read the full article Here
Today’s customers are Social, Local and Mobile! You must optimise the Customer
Experience according to their needs and preferences!
SMBs can benefit by:
• Understanding which technology software and hardware complements the brand
• How to develop social proof on leading social networking platforms
With Use of Technology

9. Read the full article Here
Customers want to maintain their relationship by accessing relevant business
information on demand!
SMBs can deliver this by:
• Personalisation of products/services
• Constant contact
• Managing grievances
• Creating an emotional bond with engagement through story-telling
Matters Online

10. Read the full article Here
Innovation in customer experience is happening all around us! Your SMB cannot
afford to stay stagnant!
Key to innovation lies in identifying need gaps in customer expectations and
bridging that gap
Now, Not Tomorrow

11. Read the full article Here
Customers believe in endorsements coming from trusted third-party
sources online!
The best way to generate such endorsements is through:
• Word of mouth
• Referral programs
Your Network to Become Referrals

12. Read the full article Here
Social Media is bridging the gap between SMBs and their clients from
across the globe!
SMBs can use the following elements of social media to play at their
advantage:
• Transparency
• Connectivity
• Responsiveness
Beyond Borders

13. Read the full article Here
Building strategic business collaborations is a win-win for SMBs and their customers alike
For SMBs collaboration can happen through:
• New Collaborative Tools e.g. live video streaming & on-the-go mobile access
• Technology advanced devices such as Microsoft Surface Pro
• Collaboration through outsourcing business departments
The New Way of Business

14. Read the full article Here
Customer engagement alone is not enough! You need to measure it as well!
SMBs can do it by:
• Understanding the customer journey across all touch points
• Identifying customer experience shortfalls
• Filling the gap
Measurement Is The Key

15. Read the full article Here
Managing Customer Experience for your
SMB is a multiple pronged approach
that demands a complete cultural
overhaul.
Only then can you bridge the gap
between your brand and your customer
expectations.
Conclusion

16. Let’s Connect!
Logan Nathan
Digital Transformation Influencer, Digital Strategy
Thought Leader, Social Selling, Consultant, Author
Can Your Business Benefit From Customer Experience Management?