Unifying the experiences of all those involved in your business can help you unleash improvements company-wide by creating a cohesive total experience. An organization's total experience includes its employees, customers, and users. A total experience provider will outperform the competition by 25% in terms of customer satisfaction metrics by 2024, according to Gartner.[1] Customers and employees can be empowered through technology and interactions. Through every human touchpoint, a company's core values, differentiators, and value proposition can be demonstrated and communicated.
Recent and future disruptions will always cause a massive recalibrating of an organization's workforce, which leads to an escalating war for talent as companies are under increased pressure to provide tools that will make work more productive and facilitate better work-life balance. It has also become increasingly difficult for organizations to differentiate themselves and create an advantage during a period of intense competition and upheaval as products and services become commoditized, new competitors are emerging in record numbers, and new disruptions continue to impact operations.
In today’s age selling baseballs at a great price is not enough to survive in a competing cutthroat business world. Your business wants to be the one that sells the baseballs with the radar even if it costs more cause people love tracking the speed at which they throw the ball. Total experience goes just a little further than this because it wants your business to make sure that the people producing those balls are happy and have all they need to innovate more to keep the people buying those balls happily. It also wants to involve technology in the experience so that people can save their data, improve their throws, etc. on digital platforms that cannot be compared to other businesses.
Great experiences are the key to keeping our customers satisfied and coming back for more, but it requires a unified approach that combines multi-experience, customer experience, and employee experience. Businesses can overcome key challenges such as low productivity, declining customer satisfaction, employee retention rates, high agent training costs, and high employee turnover with an effective total experience strategy. Brand building is enhanced by a complete, holistic user experience across all users, from customers to employees.
Businesses that are early adopters of total experience will respond to new disruptions smoothly and effectively and will forestall the forces of commoditization and create new economic value. The pain points your customers and employees experience along their journeys need to be identified by your business, so that deployments that incorporate AI/ML and data support can be designed to personalize customer and employee journeys. Insist on conversational AI technology platforms to support next-generation journeys, and ensure that all these journeys are seamless, effortless experiences with multiple touchpoints like chat and voice. The ability to use technology and interactions in a way that enhances and emboldens both customers and employees is a key factor in total experience success. Technology allows you to create a unique experience for all those who support your organization, whether internally or externally. According to Gartner, customer experiences rarely work in a silo and it is one of the most common mistakes companies make.[2]
It's no longer only about just looking great but also about working great and keeping it that way. We want to showcase experiences that invite our customers to return repeatedly without hesitation. By creating environments that are enjoyable and memorable, companies can make sure that their customers have a positive experience and that employees enjoy creating them. Total experiences create lasting impressions with customers which can lead to increased loyalty ad satisfaction.
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