SUMMARY
Organisations have also seen a shift in emphasis toward providing meaningful experiences to the two most important pillars of any business — employees and customers
The customer experience provided externally reflects the employee experience provided internally by an organisation
Employees who feel seen, heard, cared for, and celebrated provide a much more valuable and impactful customer experience
Organisations have undergone massive transformations to support the remote workforce. These steps have resulted in new ways of interacting and working, which can have an impact on how your customers and employees perceive your brand. As a result, it is critical to consider the dynamic experiences being provided to your most important stakeholders.
Today, the experiences you provide your customers are more important than your products and services. This captures the essence of what it means to reimagine the customer experience in the modern business world.
Organisations have also seen a shift in emphasis toward providing meaningful experiences to the two most important pillars of any business — employees and customers. Interestingly, this “total experience” approach takes into account the relationship between happy employees and happy customers and seeks to improve both experiences in order to humanise how we work.
Elevating The Employee Experience
In the past, the employee experience was thought to be distinct from the customer experience. Here are a few steps an organisation can take to provide the best experience possible for their employees, once they understand how both are linked to the success of a business.
Expanding Your Solutions & Upskilling Your Workforce
Now that most teams are dispersed, expanding and diversifying your company’s communication and collaboration tools will provide numerous benefits. These advantages include increased productivity, maintaining cohesion, inspiring creativity, and allowing your workforce to learn new tools while also gaining new skills.
Centring Your Employees’ Happiness
The happiness quotient of your employees has a direct impact on the success of your business.
Giving employees the freedom and flexibility to choose how and where they work, assisting them in maintaining work-life balance, and empowering them with collaboration tools that are simple to use, accessible, and inclusive are all ways to increase employee happiness.
Finally, taking the necessary steps to connect employees to your brand will reflect in their interactions with customers.
Help Establish Career Paths
Investing in employee development is a helpful strategy for retaining employees. Employees will invest in your company’s mission and vision if you invest in them, whether it’s assisting them in determining the next steps in their career or improving their skill set through mentorship and learning opportunities.
Reimagining The Customer Experience
The experiences you provide your customers are only one component of the customer success equation. The other component is the value they receive from the products they purchased, as promised during the sales process.
Simply put, customer experience + customer outcomes = customer success. To reimagine the customer experience, an organisation can implement the following systems and policies.
Going Beyond Transactional Relationships
To make customers feel valued, engage them in a partnership-like relationship with your company rather than a transactional one. Partnerships form when businesses are open and honest, keep their promises, and incorporate proactive wellness into their interactions.
Proactive wellness is crucial for the overall experience. Extending health, wellness, and mindfulness principles into customer engagements and employee experiences makes these groups feel understood, cared for, and delighted. Introducing new ways to delight customers and employees is a competitive advantage because it keeps both your employees and customers happy.
Giving Customers The Power Of Choice In How They Connect
Every customer is unique, and even the same customer prefers different modes of communication at times. Customers should be able to select their preferred communication channel, whether it is SMS, phone call, video conferencing, or a combination of all three in a contact centre solution.
The best way to satisfy your customers is to let them choose how they want to interact with your business.
Personalising Communications Is A Gamechanger
AI is transforming all aspects of communication and collaboration, including the buying and selling experience. AI can humanise the customer experience by providing insights that allow customers to have a more personalised experience.
Customers feel more valued as a result of these more personalised interactions. When customers feel valued, they are likely to build on the brand connect.
Demonstrating How Much You Care
Having a C-level customer success employee at your company demonstrates that you are investing in their experience and that the customer experience is a top priority for your company.
You can also demonstrate your concern by forming a customer advisory board and ensuring that the various teams interacting with your customers have strong interpersonal relationships.
Delighting Employees And Customers Through The Total Experience
The customer experience provided externally reflects the employee experience provided internally by an organisation. Employees who feel seen, heard, cared for, and celebrated provide a much more valuable and impactful customer experience.
