Total Experience | What is it and how does it matter?

When it comes to a company’s growth, We frequently aim to provide the best possible service to our customers. We make every effort to deliver the finest possible customer experience. However, do you believe that only the customer experience can make a difference? Here comes the current buzzword “Total Experience”.

The term “Total experience” refers to the entire organization’s experience, which includes your customers, employees, and users.

Let’s discover more to see what it is and how it might improve your organization’s overall growth.

What is Total Experience?

Simply put, 

Total experience = Customer + User + Employee’s experience.

Total-experience focuses on the customer, provides a healthy and growing work environment for employees, and gives the greatest possible seamless experience to the user. Total-experience helps to analyze company performance from different perspectives. It helps in identifying where the organization is doing better and the area of improvement as well.

Earlier customer experience, employee experience, and user experience were generally viewed as distinct identities.  However, total experience has modified the old ways of thinking.

The total experience of an organization has a direct impact on its overall growth as each experience is linked to the other.

“Happier the employee -> happier the customer and users -> Happier will be the  organization”

Let us see how these identities are linked together and how we can improve them to give organizations competitive advantages:

Employee Experience

Why do you need to focus on your employee experience?

Well if your employee does not like the environment of your company, it is pretty obvious that it is going to affect their productivity and in turn, directly affect customer experience.

So it is important to create a positive and encouraging atmosphere so that employees can have higher job satisfaction and thus give their best performance to meet customer expectations. 

Furthermore, your customer also pays attention to how you treat your employees, and what are your values and culture. To build a strong corporate culture where employees’ opinions and happiness matter.

Listen to your employee’s needs and try to automate and digitize your business processes to maximize profit. Because by automating your processes you can reduce the overload on your employees. Also, strengthen communication channels so that employees from various departments can easily communicate with one another and with customers as well. Because enhancing employee experience is a step toward improving the total experience.

Customer experience

Customer experience is entirely dependent on how you make them feel at each stage of their journey. A positive customer experience is critical for your company’s success because happy consumers become loyal customers.

For better customer experience, ensure you opt for an omnichannel strategy, which means whether the customer is online, on a mobile device, on a laptop, or in a store, you must be able to represent your brand according to their preferences.

Also removes the barrier of communication between your clients and employees.

Provide them with a unified communication solution so that there will be seamless interaction.

Provide your employees with regular training sessions, so that they can assist customers in the best possible ways.

User experience

With the advancement of technology, now users expect a more seamless experience with the product they use. You will most likely lose money if your product does not provide users with what they expect and does not assist them in making the best decisions for them.

Firms usually try to focus on the customer’s user experience while paying little attention to the employee’s user experience. But both aspects are important.

Provide your employees with tools they use for their daily work with a better User experience, It helps them to stay creative and innovative.

Conclusion

The Total Experience Strategy’s goal is to create the best experience for anybody who interacts with your firm. It’s critical that you treat each component with the same attention.

In this fast-evolving world, You need a partner who can help you in staying ahead of current trends. Should you need more information or assistance in your business, feel free to contact us and we promise to give you the best advice and resources that will help you in taking your business to the next level.