The experience a customer gets when using the products that you produce or while visiting your website is what ensures that your brand stays afloat for a longer time. Many companies follow the customer experience (CX) management track in order to give their clients a maximum of quality and receive the needed response. However, this is not the only experience that impacts businesses. Thus, employee experience and their performance influences user experience, and vice versa. This is a whole cycle with interconnected parts that should be carefully maintained to work properly.
It is important to understand that every experience a company delivers should be optimized and improved, and this is when such a strategy as the total experience comes on stage. In this article, we will cover the details of the strategy, how it can change your business for the better, and if it can improve the experiences of each stakeholder.
Total Experience Management and the Elements It Includes
The key goal of the total experience (TX) management strategy is to create a better and holistic experience for every partaker of the process who engages with your business, whether it is an employee, partner, customer, or user. It is an integrated program, which brings together all use cases and functions. TX is identified by Gartner as one of the top strategic technology trends for 2022, because it can help you to achieve both of the business outcomes simultaneously, such as an improvement of the employee productivity and enhancement of the customer experience.
To understand how total experience can advance your enterprise, it is essential to know all the bits and bolts it contains. The TX approach consists of the following experience disciplines that you need to know of:
- Customer Experience
This is one of the focal points of the overall total experience cycle. Therefore, you need to ensure that every customer is able to find a solution to the issue they have, whether it is the usage of your products or simple exploration of the services you provide.
- Employee Experience
It is all about how employees interact with your brand and how they feel about the company. An employee should be sure that they are able to provide a customer with high-quality service without sacrificing their work hours and well-being. It means that such options as automated features, special offers, and user-friendly applications have to be implemented to decrease any disturbance. Project management software that can help your team in performing even better can be implemented as well. Thus, the better experience an employee has while working in your company, the more positive feedback you will get from users and customers.
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- User Experience
Both clients and employees are users of certain services that your company offers. It means that they should have access to your products at any time and be able to utilize any app you implemented with a minimum amount of errors that can occur. Launching on multiple devices and 24/7 tech support is what you need to think through when you get down to UX to make the experience better.
- Multi Experience
This part of the strategy covers the experience of both employees and customers across multiple touchpoints, modalities, and devices, including mobile apps, wearables, websites, and smart TVs. It is better for all parties to have an opportunity to get the service they need via gestures, voice commands, or touchpoints. For example, each touchpoint can have a certain purpose, but, in conjunction with other touchpoints, a user can get enhanced experience.To improve the multi experience for all users, it is critical to implement the suitable customer relationship management software solution. In such a case, some help from a software development company that specializes on custom CRM development and other software development services is the best solution. Custom-made CRM solutions simplify the overall experience of business functions and open more features that can be used in favor of your company.
All in all, the total experience management covers the vast majority of issues, which is why it is recommended to go for it over the other approaches. It brings many benefits alongside that should be considered as well. Thus, following the total experience management approach promises a healthier work atmosphere. When you take the employee experience into consideration, you create a better environment that affects the quality of services and end products. Also, total experience guarantees customer satisfaction, and satisfied customers make your business successful. Beside these both advantages, TX also connects your employees and customers that helps to reduce the gap between them with better interactions. It creates a mirror to the progress of your company and reflects the processes from all sides ensuring clarity and understanding.
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Best Practices or How to Get Started
To successfully implement the total experience approach into your business strategy, you need to ensure that certain steps are done. Thus, it is critical to include in your plan the following when adopting TX:
Prioritize the employee experience
It doesn’t mean that you should make it the only key part of the TX approach, however, understanding that it influences consumers as well is essential. It not only encourages your team to deliver better customer experience but also boosts the reputation of your company among the clients.
Separate customer and employee experience
It is recommended to map out both disciplines and identify the areas that should be improved separately. All critical intersections have to be taken into consideration, which need to be done before any technology decisions. Set experience leaders for each discipline and let them work on their experience-related initiatives in detail.
Ensure the engagement of all experience disciplines
It may be difficult, but your teams need to be able to juggle with cross-functional behavior and separation. It means that besides separating each team with its own tasks for improving the experience, they have to communicate with each other in order to know which actions need to be done and when. Thus, the customer experience (CX), employee experience (EX), user experience (UX), and multi experience (MX) team leaders need to collaborate on shared objectives, while being able to proceed with the individual tasks.
Include closed-loop practices
You should not forget about creating closed-loop workflows. It means that some form of action in response to customer as well as employee feedback should be initiated. It is not enough to just ask for feedback. Think through a special system that will work in and out encouraging for leaving feedback and ensuring that it will be heard. It will also help you to understand where your strategy is going and if it is the path you wanted.
Define a systematic approach
As total experience includes multiple disciplines and systems, you need to think about how each team will work with different data repositories, applications, and UI designs. When and where workflow automation software should be implemented or how to make data management less challenging – all should be carefully planned.
The total experience management is a really life-changing strategy for a company that needs to be improved and yearns to be boosted. The better the overall experience of the business you present, the more chances it has to scale new heights, and TX is what can help you in promoting your product. It can be difficult to cover everything, but it is manageable. Anyway, who said growth happens so easily?
If you want your business strategy to shine with the help of a project management, CRM, or any other software, or you have an interesting software development idea that you want to materialize to make the total experience management approach even more effective, contact us, and our team of professionals will be glad to help you.