The link between customer experience (CX) and employee experience (EX) is well-known. Research consistently shows that engaged employees lead to happy customers. Companies that recognize and adopt a holistic approach to the total experience are better positioned for internal alignment.
By utilizing this mindset, businesses can increase their chances of achieving positive results like higher revenue, profits, and customer and employee satisfaction. So, How can you make use of this approach?
In this blog, we’ll explain what total experience is, its advantages, and how you can start including it in your strategies.
What is total experience?
Total experience (TX) is a business approach that seeks to enhance the overall experience for everyone involved with a brand, including customers, employees, users, and partners.
You can consider the TX as a business strategy that fosters positive, shared interactions among customers and employees rather than focusing on a particular product or platform. Instead of combining all experiences into one, the aim is to keep each experience unique while improving collaboration across different functions.
By integrating employee and customer experience, organizations can gain insights into how each affects the other. It’s about understanding their interplay and identifying concrete actions and improvements that can be implemented.
For instance, enhancing employee training can ensure exceptional customer service, ultimately shaping customer attitudes and behaviors.
Total experience is portrayed as a new concept. Still, in reality, world leaders have long been using a combination of customer focus, employee engagement, and digitalization to elevate their businesses well beyond the market average, positioning them at a level that other companies find hard to reach.
Elements of a Total Experience?
Your organization’s total experience includes all digital interactions across departments, regardless of the individual’s role or connection to your company. It brings together four disciplines to create a unified and exceptional shared experience.
01. Customer experience (CX)
Customer experience is how customers connect with a brand from the beginning, during, and after they buy something. The main aim is to make customers feel control over what they want to do.
- The journey with a brand starts when customers first learn about it and go through the purchase and post-purchase phases.
- A good customer experience means customers like the brand, are happy, and return to buy more.
To make sure customers have a good experience, here are some important satisfaction metrics to keep an eye on:
- Making things easy to use
- Having helpful customer support
- Using personalized marketing
- Ensuring interactions with the brand are smooth and leave a good impression.
Creating positive experiences for customers means taking care of these things, which leads customers to brand loyalty and coming back for more.
02. Employee experience (EX)
Employee experience covers everything an employee goes through, from joining to leaving a company. The aim is to help employees do well and be happy at work.
- Tools and Support: Give employees what they need to do their jobs.
- Career Growth: Provide chances for professional development.
- Positive Environment: Create an atmosphere where employees thrive.
When employees have a good experience, they’re happier, perform better, stay longer, and feel more loyal.
Key things for a great employee experience:
- Clear Communication: Make sure everyone understands each other.
- Career Opportunities: Help employees grow in their careers.
- Balanced Life: Support a balance between work and personal time.
- Recognition: Appreciate and reward employees.
- Positive Culture: Encourage a friendly and collaborative workplace.
Focusing on these things ensures a good overall employee experience, leading to a team that’s productive, happy, and committed in the long run.