Why You Need a Total Experience Strategy to Outperform Your Competitors
When some businesses search for solutions to revamp their strategy, they examine individual pieces of a much larger puzzle. They will look at what employees can do to boost their productivity, or they will take the outward approach and analyze the journeys that customers are taking. However, the approach that should be taken is the total experience approach—this approach looks at every aspect of an organization, from employees and customers alike.
Successful businesses are built on a foundation of small details. To rise above the competition and gain customer loyalty, business leaders must take an in-depth look at every aspect of their brand experience, especially as we move into a new era of technology. That’s why implementing Total Experience (TX) strategies is essential for success. They help organizations become more agile and responsive while giving them an edge over the competition. As the customer experience (CX) game evolves, organizations must stay one step ahead of consumer needs and habits.
Meeting expectations isn’t enough anymore. Brands need to go beyond that by creating a Total Experience for every person who interacts with them—customers, staff members, partners, and other stakeholders. Gartner predicts that by 2024, companies utilizing TX will outperform others in customer experience and employee experience by 25%. So investing in your total package is key if you want to be ahead of the competition!
Align CX and EX To Create a More Profound Impact on Business Performance
Happy customers are the lifeblood of any business. For your business to stay ahead of its competition and win over customers, it must consistently deliver exceptional customer experiences. Long-term customer loyalty can be built by creating consistent, memorable moments—but how do you ensure that? It takes more than one kind act to keep your customers satisfied! More businesses have come to understand that EX and CX should not be treated as their own disciplines if they hope to achieve tremendous success; both need alignment in order for businesses to reach their full potential.
Before getting into why it’s necessary to align CX and EX, let’s define them. Customer Experience encompasses all customer interactions with a company, from their first touchpoint to post-purchase support. Examples include using websites, chatting with customer service reps, or receiving marketing emails. On the other hand, Employee Experience is about how employees interact with the business, from recruitment through onboarding and training to career development. A positive EX can lead to greater staff engagement, job satisfaction, and retention rates for employers over time.
For businesses to truly succeed in today’s competitive landscape, they must understand that both CX and EX need equal attention if they are going to reap long-term rewards, such as increased sales growth and customer loyalty. This is in addition to cultivating an effective team of engaged workers who feel valued by their employer—no matter what role they play within your organization. Aligning these two experiences together brings many advantages: creating a unified brand experience across different channels; ensuring customers have consistent interactions when engaging with your products/services; providing seamless transitions between departments; and improving communication internally, which leads to better collaboration among colleagues.
By strategically combining forces, you can set yourself apart from competitors while simultaneously enhancing employee morale and customer loyalty at once – making sure everyone leaves feeling satisfied each step of the way!
Businesses That Prioritize EX and CX Efforts Together Witness Double Revenue Growth
By taking a close look at your customers and employees, you can significantly boost your business’s revenue by optimizing both the CX strategy and EX strategy. According to a Salesforce and Forbes Insights report, those that invest in this approach experience double the revenue growth compared to competitors. 90% of customers will spend more when companies make the effort to give them tailored experiences. Forrester reports that even minor improvements in CX can produce over $1 billion in extra earnings across specific industries.
On the other hand, disengaged employees can create the opposite impact. Gallup reports that companies can lose between $450-$550 billion annually due to a lack of engagement among their staff. It’s no surprise then that 70% of executives agree that improved EX results in a better CX. With such fierce competition, we understand that you want to stay on top of your customer’s minds by delivering the best customer experience. However, you should not forget that a happy and engaged workforce is also essential in reaching this goal. Studies have proven that EX and CX are intertwined—boosting employee morale should be at the forefront when creating a customer-centric culture for maximum success.
Merging these two efforts can not only improve decision-making but can also create greater brand loyalty and customer retention. Personalizing customer service can be a major driver of revenue growth for businesses. If you want to succeed in putting your customers first, promoting an engaging workplace environment should be an integral part of your plan. Aligning EX with CX will help ensure accelerated growth while giving both employees and customers what they need from your business: satisfaction!
Businesses Need to be Able to Analyze the Behavior of an Individual’s Journey
Businesses are striving to create an extraordinary and unified customer experience, but how do they get there? As customer expectations become increasingly complex, digital experiences need to keep up. But too often businesses find themselves stuck between a rock and a hard place with siloed channels creating disjointed journeys for their customers.
It’s time to leverage cross-channel analytics that can track behavior across all touchpoints and serve up tailored experiences based on what customers want at any given moment. This requires an understanding of an individual’s journey and attention spans that have certainly become shorter since the dawn of the digital age—relevance is key in this aspect if you want more eyes on your products and/or services.
To create meaningful connections with customers, businesses must bridge information gaps by analyzing individual customer data points from each click they make throughout their journey—making it easier than ever before to gain insight into intent and provide relevant content accordingly. It’s time to start designing and constructing a holistic experience for your business. To have success at this, you have to understand your customers on emotional, social, and functional levels.
How can you achieve this within your business? Two of the best ways are to build customer segments and create personas. By utilizing these two frameworks, you can gain enough insight into your audience to craft experiences tailored just for them. Segmenting is all about categorizing customers with similar traits—from basic demographics(i.e. age or location) to more complex psychographics (i.e. personality or attitude). This division helps you target each group with the services and products they need most.
On the other hand, personas are meant to dig deep into an individual perspective—researching their connections, preferences, and feelings throughout their journey with your brand. Utilizing AI-driven analytics from Bryj mobile apps helps businesses gain deep insight into how people interact across digital touchpoints so they can create extraordinary customer journeys as unique as those who experience it firsthand.
Bryj Can Help with Incredible Mobile App Experiences
As businesses go further into their digital transformations, Total Experience (TX) is taking on a much more critical role. 60% of large enterprises will be relying on TX by 2026 to revolutionize their business models and reach unparalleled levels of success. Why will this be the case? Understanding the actual cause of why employees struggle to meet customer needs is a vital part of improving employee and customer satisfaction. Far too often, businesses focus heavily on HR-related solutions like workplace culture and payroll without considering the short-term and long-term impacts. By addressing the underlying issues that hurt employee productivity, businesses can enhance their customer service experience—creating an overall better outcome for everyone involved.
With Bryj, you can use AI-powered app experiences to give customers what they need while improving operations. Contact Bryj for a demo. We deliver incredible mobile app experiences for customers and employees. We are the end-to-end, AI-powered platform solution that is faster and on budget.
