Because of technological advancements that allow for more personalized, relevant, and predictive service, brands are constantly raising the bar on what constitutes a great customer experience (CX). So, while your customers will always compare your products and services to those in similar industries, they are now also comparing their overall experience with your brand to those in completely different industries. As a result, your brand is competing with every CX your customer has ever had – especially the most recent best one.
The Connection between Employee and Customer Experiences
Customer satisfaction is directly related to employee engagement. Employees who are better trained and resourced are better at diagnosing and addressing customer needs. When customers have a positive experience, employees can feel more fulfilled and engaged in their work, increasing the ripple effect between EX and CX.
Providing an exceptional customer experience does not necessitate a complete overhaul of your operating procedures. Instead of being a source of escalation and transfers, it can be as simple as providing employees with the necessary tools and resources to make implementing a fix simple and accessible. It could be as simple as encouraging employees to treat each customer as an individual rather than a task with a deadline.
Brands encourage employees to take pride and ownership in their work by allowing them to make and act on decisions in the moment, which is seen and felt by the customers with whom they interact. Employees who are empowered are a company’s most valuable asset when it comes to creating memorable and meaningful customer experiences. To improve you customer service, call Cegura Technologies today!
