total customer experience
Total customer experience can be improved in the following ways;
“A customer experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind. It is a blend of an organization’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against customer expectations across all moments of contact.” (beyond philosophy, 2011) Employees should be the first step in achieving an organisations goal of total consumer experience. They are perharps the most important key to optimizing the customer experience. First of all, organizations need to make ensure that they have hired loyal employees who are committed to the company and fully understand the company's mission and vision. In this way the company can be certain that the employees are aware of their role in achieving the total customer experience. An unhappy employee usually won't provide the type of customer experience the company is after. It is therefore essential for the company to keep this in mind when carrying out all HR functions like recruitment and retention. Customer training programs and initiatives can help you enhance your employees’ skills and educate them about your company’s products, services and target market. Training improves how well they interact with customers. Incentives such as bonuses can motivate employees to provide top-notch customer service
Clarify Roles and Responsibilities: Clarifying roles and responsibilities of staff members is another important step torwards achieving total customer experience. Clarification not only ensures that customers know who to contact, but also keeps staff clear on who is responsible for what task. As part of this effort, it is particularly important to ensure customer-facing staff focus on customers rather than administrative activities. For example, one bank was able to more than double the customer-facing time of branch staff by both
“A customer experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind. It is a blend of an organization’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against customer expectations across all moments of contact.” (beyond philosophy, 2011) Employees should be the first step in achieving an organisations goal of total consumer experience. They are perharps the most important key to optimizing the customer experience. First of all, organizations need to make ensure that they have hired loyal employees who are committed to the company and fully understand the company's mission and vision. In this way the company can be certain that the employees are aware of their role in achieving the total customer experience. An unhappy employee usually won't provide the type of customer experience the company is after. It is therefore essential for the company to keep this in mind when carrying out all HR functions like recruitment and retention. Customer training programs and initiatives can help you enhance your employees’ skills and educate them about your company’s products, services and target market. Training improves how well they interact with customers. Incentives such as bonuses can motivate employees to provide top-notch customer service
Clarify Roles and Responsibilities: Clarifying roles and responsibilities of staff members is another important step torwards achieving total customer experience. Clarification not only ensures that customers know who to contact, but also keeps staff clear on who is responsible for what task. As part of this effort, it is particularly important to ensure customer-facing staff focus on customers rather than administrative activities. For example, one bank was able to more than double the customer-facing time of branch staff by both