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Customer Experience Management (CXM): Success Tools for Trade Services

Customer satisfaction is more important than ever in today’s competitive business environment. Customer experience management (CXM) isn’t just a buzzword – it helps businesses grow and thrive. Meeting client demands and creating relationships can provide businesses an edge, boost customer loyalty, and improve their improve their image.

From the initial enquiry to the post-service follow-up, the customer experience covers all business interactions with a customer. Best practice is to meet or exceed customer expectations at every touchpoint. This includes knowing what your clients want, providing personalised services, and making communication easy.

When discussing CXM and great business tools, we will spotlight Podium, a top platform that simplifies customer engagement and enhances service provision. Trade services companies can boost customer satisfaction and succeed with tips outlined in this article.

Importance of Customer Experience Management

Modern business strategy relies on CXM to create memorable experiences. Positive customer engagement is crucial to company performance and customer satisfaction.  The importance of this cannot be overstated. There are many reasons why CXM matters:

Engage repeat customers

Customers trust and return to businesses with good service. Valued and happy customers are more inclined to re-engage trade services. As long as they have a nice experience, loyal customers don’t mind pricing changes or service disruptions.

Word-of-mouth and referrals

Happy customers are more inclined to recommend a business to friends, family, and coworkers. You can get new clients from friends and family without spending much, if anything, on promotion. A good reputation for customer service can boost sales and company image, because people tend to trust people close to them.

Competitive edge

Happy customers may make a company stand out in a crowded market. Superior customer experience attracts new customers and keeps old ones from switching to competitors. Companies that prioritise CXM have happier customers. Market leadership can be achieved via improving marketing using a customer experience management platform, such as Podium.

Customers get more value over time

Customer lifetime value can increase greatly with good CXM. Customers will spend more and return more if companies continually exceed expectations. Happy customers buy more from a business over a lifetime, making them more valuable. Rewarding repeat customers in term provides more value to the customer.

Better business results

Better customer service can result in greater earnings than competitors. Happy consumers buy more, depart less, and cost less to attract. Companies that focus on CXM have happier employees too because they are proud to deliver outstanding service and work for a business that cares about its customers.

In conclusion, business growth depends on good customer experience management. Customer loyalty, positive word-of-mouth, a competitive edge, higher customer lifetime value, and greater profitability will result. Looking at customer experience management software and platforms, they can be highly valuable and required for long-term success.

Wife and husband shaking hands with female CXM professional from trades services business in their own home

Key Components of Customer Experience Management

Successful customer experience management means providing excellent service and understanding customer needs. Businesses must consider these factors to succeed in CXM, especially in the trades industry:

Finding out what customers desire

Knowing your consumers’ needs makes customer engagement work best. This sort of customer interaction be done with polls, feedback forms, social media, and in-person talks. Businesses can identify pain points, preferences, and improvements with this data. Businesses may exceed customer expectations by understanding the customer journey.

Always providing outstanding service

Consistency builds confidence and reliability. People expect consistent service from all companies, especially trade services. To give clients the same experience, workers must be trained and processes standardised. You must pay attention to the details, act quickly, and take initiative to solve issues to deliver exceptional service.

Customising and tailoring services

Personalisation makes customers feel valued. To better serve and communicate with customers, businesses should collect relevant customer data. Examples include customised texts, deals, and suggestions based on likes, dislikes, and past activities. Personalisation boosts client satisfaction and trust, leading to positive customer engagement.

Understandable and timely communication

Clear, honest, and timely communication is crucial in CXM. Customers want to know about sales, job progress, and solutions. Good communication methods include chatbot, live webchat, text, email, phone assistance, and social media. Businesses must answer consumers’ questions and listen to them to show they value their time and any concerns.

Do what customers say

Continuous improvement requires feedback. Companies should interview, poll, and review client feedback. Even more importantly, businesses should use feedback to improve, innovate, and solve any problems found. If they feel their opinions matter, customers will trust and be happier with you. This improves the customer interaction from both sides.

Empowering staff members

Staff can make the consumer experience wonderful with the right customer experience management software. When given the platform, training, and authority to fix problems, service quality improves dramatically. Motivated and well-equipped personnel are more likely to go above and beyond for consumers, making their experiences distinctive and ensuring repeat customer engagement.

Getting tech support

A customer experience management platform improves efficiency, customer relations, and information gathered. CXM software, customer relationship management (CRM) systems, chatbots, and analytics platforms let companies collect and evaluate service data, improve efficiency, and personalise customer interaction. These software-as-a-service (SAAS) technologies simplify lead generation, management, and conversation.

Focusing on these critical areas can help businesses create an excellent Customer Experience Management plan that exceeds customer expectations. Every customer relationship works better with this comprehensive approach, making everyone satisfied on each side of the interaction. This builds loyalty, trust, customer engagement, and long-term success.

Tradesperson shaking hands with female homeowner after positive customer interaction

Customer Experience Management Software

The correct customer experience management platform and tools are needed to handle consumers’ digital enquiries. These SAAS products simplify business operations, data collection, and customer service. Some key features and examples of CXM software are as follows:

Customer relationship management systems

A good customer experience management platform will integrate with CRM tools. This includes being able to track contacts, manage customer data, and see the customer journey. CRM systems allow businesses to personalise communications, anticipate needs, and provide consistent service across all touchpoints. Many companies use simPRO(for trade services), HubSpot, or Zoho as their dedicated customer relationship management system.

Polling and feedback tools

Learn consumer preferences allows businesses to serve them better. Platforms such as MailChimp, Startquestion, and Typeform let businesses send surveys, analyse data, and identify trends. These tools can help fix issues rapidly, making customers happier. These insights also aid strategic decision-making and improve customer engagement.

Communication platforms

Clear client communication builds partnerships. Microsoft Teams, ClickUp, and Lark simplify customer care via internal team communication. Customers may even be able to contact these systems by webchat, text, email, or phone.

Chatbots and live chat

Smartphone apps and websites offer live chat and instant assistance. With platforms such as Podium, LiveChat, or Chatport, businesses can answer queries and engage in customer interaction in real time. Chatbots can be set up to answer simple questions, while live chat can be better to help people answer complex ones.

Social media management tools

Businesses can connect with customers and gain feedback on social media. Companies can use tools such as Hootsuite, SocialPilot, or SocialOomph to prepare posts, monitor comments, and respond to customers. These technologies ensure fast, consistent social media outreach.

Tools for reporting and analytics

Strong data and reporting tools are essential to analyse consumer behaviour and track CXM initiatives. You can use Google Analytics, Adobe Analytics, or Tableau to examine how your customers use your site, what they like, and where they struggle. These tools help companies make data-driven decisions and improve customer service.

Review management tools

Online reviews greatly impact company image. Businesses can collect, read, and respond to consumer reviews on Podium, Reviewgrower, and Trustpilot. These tools make getting reviews, responding to feedback, and handling negative comments easier and more efficient.

Hand placing 5 clear stars on wooden background

Spotlight on Podium

Podium is an all-in-one tool that simplifies CXM and improves customer engagement. Podium helps organisations provide the best customer experience in a number of ways:

  • Easy communication. Podium makes it easy for businesses to talk to customers through business text messaging, so they can react quickly and effectively. 
  • Review management. Podium makes it easier to get and manage online reviews, which helps businesses improve business reputation and get new customers. 
  • Processing payments. The platform provides easy ways to pay, which makes transactions simple and quick for customers. 
  • Interaction with customers. Podium improves interaction by giving you tools to send reminders, run surveys, and get valuable feedback. 

Use of these tools may increase CXM for businesses. This will help them satisfy customers, gain loyalty, and succeed. To provide a fantastic experience in today’s market, invest in the correct technologies.  


Podium customer experience management platform


Looking at Podium

Podium is a leading customer experience management tool. It allows customers to do business with you more easily. Podium simplifies communication, reviews, payments, and customer engagement. Podium helps organisations provide the best customer interaction in several ways:

Simple phone talk

To provide exceptional customer service, you must be able to communicate quickly and clearly. Businesses can contact customers directly using Podium. Customers often prefer text messaging since it’s faster and easier than calling or emailing. Companies can rapidly answer queries, remind consumers of appointments, and provide news and updates because it’s easy to talk to them. Customers feel cared for and respected with business SMS messaging.

Going over management

Online reviews influence company image. Podium helps businesses connect with satisfied customers and enable them to post favourable online reviews by making the process quick and easy. Podium allows businesses to automatically request reviews, monitor reviews across multiple platforms, and easily respond to comments. This proactive review management helps organisations maintain their online reputation and company image.

Managing payment

Podium makes paying invoices safe and easy, which makes customers happy. Businesses can send payment requests to clients, who can pay instantly from their own phones using credit card or Apple Pay. Customers are thrilled since these secure payment methods eliminate issues and streamline account payments.

Communicating with customers

Tools for two-way chatting help you connect with consumers and communicate productively. Podium enables you send tailored SMS messages, marketing messages, surveys, and gather customer responses. Technology helps organisations make wise decisions and improve by learning what customers want and how satisfied they are. Podium’s dynamic features allow businesses to personalise consumer messages, improving customer interaction and engagement.

Real-life examples and models

Many companies have benefited from adding Podium to their CXM programmes. Podium can simplify communication, boost customer satisfaction, and reduce response time for a trade services provider, such as Ice Blast. Such businesses can use Podium’s review management services to boost its online reputation and attract new consumers with favourable expectations and outcomes.

Podium helps organisations satisfy customers by focusing on multiple areas. It includes features for communicating with customers, organising reviews, getting paid, and collecting valuable feedback. Podium’s simple yet powerful features helps improve customer experience management and ongoing customer engagement.

Happy customer shaking hands with trade services provider after successful CXM

Best Practices for Implementing Customer Experience Tools

As with anything in business, success requires planning, setting up, and managing customer experience (CX) tools. There are a number of steps recommended to enhance your customer experience management plan:

Customer and business needs

Before selecting tools, consider your business’s needs and customers’ expectations. Look at customer service currently, identify the greatest issues, and seek customer and employee feedback. This closer examination will help you choose methods to improve key areas and accomplish broader organisational goals.

Select the best platforms and tools

After determining your specific business needs, you can then start to choose the appropriate tools. Choose easy-to-use, business-growing options that integrate with your existing customer experience management software. Take into account price, features, service, and user reviews. Choosing the correct tools is crucial for CXM adoption and long-term success.

Training and ensuring adoption

Once tool/s have been selected, staff member need to be trained on them. If your team members can use the tools, then they can be more helpful with customers. Encourage adoption, provide ongoing training, and handle concerns as they arise. Using CXM tools also help employees grow and feel supported with their day-to-day work.

Adding tools to existing approaches

Best practice work procedures should easily accommodate new tools and platforms. This could involve altering roles, upgrading processes, and training key team members on new software. Integrations should also improve processes, not break them. Make sure all tools operate together for a good experience, for both staff members and customers.

Always monitoring and improving use

Check back often to see how CXM tools are improving user experience (UX). You may track response times, customer feedback, and outcomes with analytics and reporting tools. Refine and adjust the use of tools to maximise their impact. Constantly monitoring the tools helps ensures they perform well and satisfy company needs.

Getting and using comments

It’s important to ask employees and consumers about the new tools. Employee input can reveal issues and methods to improve, while customer feedback can demonstrate how well the tools are helping them. Use this knowledge to make smart decisions and demonstrate your desire to improve.

Following new trends and ideas

Like anything in technology, customer experience management tools are always changing. Discover new technology, trends, and customer experience improvements to ensure you don’t get left behind. Check your CXM plan regularly to assess any new tools and improvements available. Being open to fresh ideas and current tends lets you beat the competition and improve customer service.

These best practices help businesses provide the best possible customer interaction and support ongoing customer engagement. Combining CXM tools will satisfy customers, keep them coming back, and grow the business exponentially.



Customer satisfaction matters in today’s competitive business landscape. Customer experience management (CXM) requires businesses meet or exceed expectations. This in turn develops trust and long-term success. Companies that emphasise CXM can have outstanding customer interactions and future engagement.

CXM requires the correct tools. Podium CXM platform simplifies customer service and improves communication. It allows many conversations, reviews, and payment methods to be engaged. Such tools enable companies to provide excellent customer service, get relevant feedback, and personalise client experiences.

Successful customer experience management includes using technology, creating company goals, training personnel, adding tools to existing processes, and tracking and improving utilisation. Follow the tips and steps provided to maximise your CXM. Customer interaction trends and innovations help companies compete and provide the very best customer service.

Putting customers first means creating long-term relationships that lead to repeat business and positive word of mouth. By prioritising customers, technologies like Podium can help companies stand out and grow. A successful CXM business strategy will improve customer satisfaction and overall company performance. The effort certainly does pay off all around!


We’ve found that CXM drives long-term business growth. If not already doing, we highly recommend planning for excellent customer service immediately.

Please let us know about your customer experience management. What tools have you tried to improve customer communication? How has prioritising client demands improved your business? We look forward to hearing from you.


Visit Podium to learn how it can help your customers and business. Find out how Podium fits into your CXM plan, how it’s benefitted other businesses, and the many benefits it offers.

Best practices

Determine your business’s needs, choose the correct tools, and follow this guide. Make sure your workforce is trained and can use new and old tools. Additionally, monitor and optimise your CXM initiatives to ensure their success.

Stay up to date

Follow CXM trends and ideas. Keep up with new tools and developments in a changing business world by checking your strategy often.

These steps can create a company culture that cherishes customers, fosters loyalty, word-of-mouth, and growth. Your company truly can benefit from CXM.