Search engine optimization (SEO) is the process of affecting the visibility of a website or a web page in a search engine's "natural" or un-paid ("organic") search results. In general, the earlier (or higher ranked on the search results page), and more frequently a site appears in the search results list, the more visitors it will receive from the search engine's users. SEO may target different kinds of search, including image search, local search, video search, academic search, news search and industry-specific vertical search engines.
As an Internet marketing strategy, SEO considers how search engines work, what people search for, the actual search terms or keywords typed into search engines and which search engines are preferred by their targeted audience. Optimizing a website may involve editing its content, HTML and associated coding to both increase its relevance to specific keywords and to remove barriers to the indexing activities of search engines. Promoting a site to increase the number of back links, or inbound links, is another SEO tactic.[...] - read more @ wikipedia
SEO is short for search engine optimization or search engine optimizer. Search engine optimization is a methodology of strategies, techniques and tactics used to increase the amount of visitors to a website by obtaining a high-ranking placement in the search results page of a search engine (SERP) -- including Google, Bing, Yahoo and other search engines. SEO helps to ensure that a site is accessible to a search engine and improves the chances that the site will be found by the search engine.
It is common practice for Internet users to not click through pages and pages of search results, so where a site ranks in a search is essential for directing more traffic toward the site. The higher a website naturally ranks in organic results of a search, the greater the chance that that site will be visited by a user.[...] - read more @ webopedia
SEO is the practice of improving and promoting a website to increase the number of visitors the site receives from search engines. There are many aspects to SEO, from the words on your page to the way other sites link to you on the web. Sometimes SEO is simply a matter of making sure your site is structured in a way that search engines understand.[...] read more @ moz
Customer experience (CX) is the sum of all experiences at various touchpoints a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context
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Customer experience management (CEM or CXM) involves strategy that focuses the operations and processes of a business around the needs of individual customers. Companies have started to focus on the importance of the experience. Jeananne Rae (2006) says that companies are realizing that "building great consumer experiences is a complex enterprise, involving strategy, integration of technology, orchestrating business models, brand management and CEO commitment"
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According to James Allen et al. (2005), 80% of businesses state that they offer a "great customer experience". This contrasts starkly with the 8% of customers who feel the same way. Allen et al. assert that businesses must be able to execute what they refer to as the "Three Ds"
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However, despite the best-laid plans, there are certain aspects of the experience that cannot be fully controlled. Individual perceptions, emotions and behaviors can alter the customers' experience (Richardson, A. 2010). So, too, will bad experiences with a product. For example, a piece of equipment that consistently fails to function reliably, or that does not meet longevity expectations, will generate complaints that can propagate through word of mouth or online. For these reasons, customer-experience management is no substitute for good product design and proper product engineering
HBR - The truth about customer experience management(go to resource)
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Companies have long emphasized touchpoints—the many critical moments when customers interact with the organization and its offerings on their way to purchase and after. But the narrow focus on maximizing satisfaction at those moments can create a distorted picture, suggesting that customers are happier with the company than they actually are. It also diverts attention from the bigger—and more important—picture: the customer’s end-to-end journey
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In our research and consulting on customer journeys, we’ve found that organizations able to skillfully manage the entire experience reap enormous rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. They also discover more-effective ways to collaborate across functions and levels, a process that delivers gains throughout the company
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The solution to broken service-delivery chains isn’t to replace touchpoint management. Functional groups have important expertise, and touchpoints will continue to be invaluable sources of insight, particularly in the fast-changing digital arena. Instead, companies need to embed customer journeys into their operating models in four ways: They must identify the journeys in which they need to excel, understand how they are currently performing in each, build cross-functional processes to redesign and support those journeys, and institute cultural change and continuous improvement to sustain the initiatives at scale
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Defining the journeys that matter and deciding where to begin the transformation requires both top-down, judgment-driven evaluations and bottom-up, data-driven analysis, to varying degrees
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Once a company has identified its key customer journeys, it must examine each one in detail in order to understand the causes of current performance. This deep dive involves additional research, including customer and employee focus groups and call monitoring
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Once a company has identified its priority journeys and gained an understanding of the problems within them, leaders must avoid the temptation to helicopter in and dictate remedies; indeed, they should refrain from any solutions (including ones from outside experts) that don’t give employees a big hand in shaping the outcome. Even if a fix appears obvious from the outside, the root causes of poor customer experience always stem from the inside, often from cross-functional disconnects. Only by getting cross-functional teams together to see problems for themselves and design solutions as a group can companies hope to make fixes that stick.
Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. The goal of CEM is to optimize interactions from the customer's perspective and, as a result, foster customer loyalty
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Customer experiences include not only interactions through traditional channels, such as purchases, customer service requests and call center communications but also, increasingly, through social CRM channels such asTwitter and Facebook
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SearchCRM.com lists 10 steps to improve customer experience:
Smart Insights - Defining Customer Experience Management(go to resource)
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CXM is essentially understanding that everyone is different and people want companies to recognise this by providing personalised content at all customer touch points. Customers want to be valued by companies.
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CXM makes providing a great service to the individual customer central to the company’s ethos as opposed to just capturing data.
Business Broadway - Customer Experience Management Defined(go to resource)
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customer loyalty is key to business growth. Businesses that have customers who engage in more loyalty behaviors (e.g., stay longer, recommend, continue buying, increase share-of-wallet, more clicks/views) toward their company experience faster growth compared to businesses that have customers who engage in fewer loyalty behaviors. The key to growing one’s business, then, is to understand how to improve customer loyalty.
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Customer Experience Management (CEM) is the process of understanding and managing customers’ interactions with and perceptions about the company/brand.
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A successful CEM program will help deliver a better customer experience. This goal is accomplished by the proper management of customers’ interactions with and attitudes about your product brand. The combination of behavioral and attitudinal data is more valuable than the sum of its parts. Successful CEM programs integrate different types of customer data together in order to gain deeper insight about their customers and what is important to them.
