Great customer and employee experiences don’t just happen. Extensive insight and analysis, meticulous planning and effective implementation are needed. We can support you with the creation and development of your customer experience and employee engagement strategies, putting actionable plans in place to ensure that across all touchpoints, your customers and employees have positive and meaningful experiences.
Below are key elements in developing a great customer – and employee – experience. Find out how we can support you to deliver each one.
“Customer experience is not a technology problem—it’s a culture problem. Focusing on customer experience management may be the single most important investment a brand can make in today’s competitive business climate. Companies that invest in customer experience boast a higher stock price and higher total returns .”
(Forbes, July 2018)
But it’s not the same as customer service.
Customer service describes the interactions a customer has when asking for advice or getting help with a product / service.
Customer experience covers the following:
“What we actually buy is the experience, not just the product or service. The customer experience is all encompassing, and emerges from the work of many distinct disciplines.”
(Matt Watkinson, The 10 Principles Behind Great Customer Experiences)
“Customer experience is not a technology problem—it’s a culture problem.” (Robert Tas)
Customers expect and demand much more than they’ve ever done before. Those companies who prioritise the customer experience stand out from the competition. And those who do it really well do it through their people.
So make your employees your top priority and your customers will feel the benefits.