Effective Customer Retention Strategies in the Digital Age

customer retention strategies

Is your business spending time, money and resources continually chasing new customers? How much emphasis is being placed on customer retention strategies to cultivate a loyal customer base? This article will highlight why customer retention is so important, along with practical and actionable strategies you can implement to enhance customer loyalty and the overall customer experience (CX).

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3 Key Solutions to Call Centre Improvement for Better CX

call centre improvements

The latest report from the Australian Customer Experience Professionals Association (ACXPA) is out. Each month, mystery shoppers representing ACXPA make calls to a variety of call centres in Australia. During September, mystery shoppers contacted 35 contact centres representing 5 industry sectors. The compiled data and results enable contact centres to enact call centre improvements.

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Practical Strategies for Cultivating Value Creation in Contact Centres

cultivating value creation in contact centres

In the ever-evolving landscape of customer service, contact centres play a pivotal role in shaping the overall experience for businesses and their consumers. As we navigate through an era defined by technological advancements and changing consumer expectations, the traditional model of contact centres faces a crucial challenge.

In this article, we’ll explore why there is a need to shift towards value creation, looking at how this transition is not only necessary but also holds the key to unlocking enhanced customer satisfaction, operational efficiency and long-term business success.

In the context of contact centres, value creation means a shift from transactional interactions to a proactive focus on enhancing the overall customer experience.

It involves using advanced analytics and technology to personalise responses, understand customer preferences and anticipate their needs.

Value creation also emphasises ongoing improvements in internal processes and employee training, transforming contact centre agents into strategic partners capable of delivering exceptional service.

Ultimately, it goes beyond solving immediate issues, aiming to build lasting customer relationships and enhance the entire customer journey.

The role of technology in enhancing value

Technology in contact centres plays an important role in improving overall value through integrating tools such as AI, machine learning and automation. These technologies are revolutionising customer interactions by providing a more efficient and personalised service.

AI-driven chatbots, for instance, can quickly address routine enquiries, freeing up human agents to focus on more complex and emotionally focused customer issues.  With AI, businesses can also tailor interactions based on individual preferences, purchase history and behavioural patterns

Machine learning algorithms can analyse large datasets to predict customer preferences and behaviour, enabling proactive decision-making in real-time.

Automation streamlines workflows, reducing response times and increasing operational efficiency, allowing contact centres to deliver a more responsive and cost-effective service. Automated systems can anticipate customer needs, providing proactive support by suggesting relevant products or services, and even resolving issues before customers are aware of them.

This level of personalisation not only improves customer satisfaction but also fosters a sense of brand loyalty by showing understanding of, and responding to, each customer’s unique requirements.

Elements of customer value creation

Creating value for customers is the foundation to the success of any business. It goes beyond the transactional exchange of goods or services and aims to provide solutions that truly benefit customers.

At its core, cultivating value creation in contact centres revolves around understanding and responding to customer needs, problems and wants. This involves an ongoing process of market research, customer feedback and active engagement to uncover pain points and preferences.

A key aspect of value creation is addressing the specific challenges faced by customers and offering innovative solutions. This could involve streamlining processes, enhancing product features or introducing new approaches that directly address customer concerns.

Businesses can also elevate value creation by improving the overall quality of life for customers. Beyond simply problem-solving, products or services that bring joy, convenience or efficiency to customers’ daily routines contribute significantly to customer satisfaction and loyalty.

Tailoring products and services for individual preferences by customising and personalising, often guided by data-driven insights, enhances the overall customer experience.

Exceptional customer service is vital, ensuring that customers feel supported, valued and heard throughout their journey with the business. Forward-thinking companies also focus on predicting and delivering on future customer needs, showing a commitment to innovation and staying ahead of the market trends.

Cultivating a customer-centric culture

Cultivating a customer-centric culture is vital for businesses to thrive in today’s competitive landscape. This culture places customer satisfaction and value creation at the forefront, recognising that every interaction adds to the overall customer experience.

It involves embedding a mindset across the organisation that prioritises understanding and meeting customer needs. By fostering a customer-centric culture, businesses not only enhance customer loyalty but also stand out in the market, creating a positive brand image that resonates with consumers. This emphasis on customer satisfaction becomes a driving force that flows through all aspects of the organisation, from product development to marketing and customer support.

To cultivate a customer-centric culture effectively, businesses must invest in strategies that empower and train their agents to adopt a customer-first approach.

It involves providing comprehensive training programs that emphasise active listening, empathy and problem-solving skills. Agents should be equipped with the knowledge and tools to understand customer needs and preferences.

Implementing technologies like customer relationship management (CRM) systems can improve the agents’ ability to provide personalised and efficient service. And empowering agents to make decisions that prioritise customer satisfaction, even in challenging situations, is crucial.

By aligning the entire team with a customer-centric mindset, businesses can build lasting relationships, drive positive word-of-mouth, and ultimately create a sustainable competitive advantage.

Practical steps towards a customer-centric culture

1. Customer-centric perspective

  • Prioritise understanding and meeting customer needs.
  • Focus on buyer’s and customer’s journeys.
  • Ask questions to improve support and overall experience.

2. Know your customers

  • Create detailed buyer personas – demographics, preferences.
  • Use these to personalise experiences across social media and product updates.

3. Proactive experiences

  • Anticipate and address client issues before they happen.
  • Demonstrate commitment to exceeding expectations.

4. Define Success

  • Tie goals to customer experience metrics.
  • Prioritise service over profit.
  • Identify industry-relevant variables for improvement, for example retention rates, customer lifetime value (LTV).

5. Consistent employee training

  • Invest in comprehensive training programs.
  • Ensure consistent customer-focused approaches.

6. Clear action plans

  • Develop plans for handling negative interactions.
  • Empower employees to resolve problems and integrate feedback.

7. Stay informed on trends

  • Tailor products and customer service protocols to emerging demands.
  • Adapt processes for seamless customer experiences.
  • Stay informed about significant customer service trends.

8. Continuous assessment and improvement

  • Adopt a continuous improvement philosophy.
  • Regularly conduct surveys and evaluate customer service metrics.
  • Use data to guide and improve approaches.

Take the next step in revolutionising your customer engagement

With Premier Contact Point, you empower your business with the tools you need to elevate customer service and bring added value to every interaction.

Our expertise means you’re backed by a team dedicated to enhancing your customers’ experience. Premier Contact Point’s industry insights help you to streamline operations, personalise customer interactions and stay ahead of the competition.

Explore our solutions today and transform the way you engage with your customers. Contact us today.

5 Steps to Link Customer Experience to Business Value

Link customer experience to business value

In the ever-evolving landscape of business, customer satisfaction reigns supreme.

In this article, we explore five steps to bridge the gap between an outstanding customer journey and its undeniable impact on your business’s bottom line.

Step 1: Understand and map the customer journey

Understanding and mapping the touchpoints of your customer’s journey is a strategic process that can make or break your customers’ experience.

Each touchpoint – website visit, social media interaction, customer service call – is a crucial moment of engagement. They shape the overall perception and satisfaction of your customers. Knowing how your whole organisation communicates and “behaves” at every touchpoint is essential for delivering a seamless journey that addresses pain points and is optimised at every turn.

In today’s hyper-connected world, where customer expectations are ever-evolving, understanding touchpoints fosters loyalty and drives the business value that stems from satisfied, engaged customers.

Here are some tools and methods that can help in effectively mapping a customer journey.

  • Use surveys (like Surveymonkey or Typeform) to directly ask customers about their experiences at different touchpoints.
  • Review data in analytics tools like Google Analytics track online customer behaviour, providing data on website interactions and helping you understand digital touchpoints.
  • Analyse the data provided in your Premier Contact Point BI Reports for indepth insights into the experiences your customer are having when they contact your Customer Contact team through various channels.
  • Use specialised mapping software such as UXPressia to create visual representations of the customer journey.
  • Ask for insights from frontline employees who have direct interactions with your customers, including customer support, sales, accounts, and delivery.

Step 2: Identify key CX metrics and KPIs

Vanity metrics differ from metrics directly tied to business outcomes in their depth of insight and their connection to the core goals of a business.

Vanity metrics, such as raw website traffic or social media likes, might look impressive but aren’t directly connected to business success.

On the other hand, metrics tied to KPIs like Net Promoter Score, Customer Satisfaction Score and Customer Effort Score, offer actionable insights into customer experience and loyalty, which in turn impact financial growth.  See 5 Tips to Designing an Effective Customer Satisfaction Survey. 

Net Promoter Score (NPS)

NPS measures the likelihood of customers recommending a company’s product or service, giving a clear indication of customer loyalty and satisfaction. High NPS scores are often associated with increased customer retention and positive word-of-mouth.

Customer Satisfaction Score (CSAT)

CSAT gauges customer satisfaction based on their experiences with a product or service. Positive CSAT scores indicate satisfied customers, and this satisfaction can contribute to repeat business, brand loyalty and positive online reviews.

Customer Effort Score (CES)

CES measures how easily customers can complete tasks or resolve issues. A low-effort experience is linked to customer loyalty and can lead to higher retention rates.

By focusing on these customer-centric metrics, businesses can make informed decisions that not only improve customer satisfaction but also contribute directly to their financial success.

Step 3: Invest in feedback and continual learning

Recognising that customers guide the growth of a business, makes actively engaging and responding to their insights pivotal. A feedback-driven approach isn’t about keeping up, but staying ahead.

By tuning in to customer feedback, businesses gain deeper insights into their preferences, pain points and evolving needs. This opens the door to refining products, enhancing services and ultimately delivering an experience that aligns seamlessly with what customers want.

Some ways to collect feedback:

  • Include a visible feedback button on your website or app, allowing customers to give input easily.
  • Monitor online review platforms like Google Reviews for customer feedback. Respond to reviews, even if they’re negative, and show customers that their opinions matter.
  • Establish a customer advisory board including a diverse group of your customers. Regularly engage with this group for feedback on new features, products or business strategies.
  • Send targeted email requests for feedback after a customer has made a purchase or interacted with your product or service.

Step 4: Integrate CX into organisational culture

Organisations that embed customer service into their DNA as a core element of their identity, often experience more substantial return on investment. Rather than short-term gains, it’s an investment in long-term sustainability and resilience.

Customers who feel you have a genuine interest in how satisfied they are in their CX become more loyal advocates. This loyalty translates into repeat business, positive word-of-mouth and a great brand reputation.

Leaders should consistently model customer-centric behaviour and prioritise it in decision-making, fostering an ongoing commitment that influences employees across the organisation to adopt the same approach.

The result is a customer-focused team working towards common goals in an environment where innovation and customer satisfaction flourish.

Step 5: Measure and show the ROI of CX initiatives

In measuring the returns from CX initiatives, businesses can gauge both direct and indirect impacts.

Direct returns, often measurable and immediate, include data like increased sales, customer retention rates and average transaction values. These provide a straightforward snapshot of the financial gains as a result of a customer-focused strategy.

Indirect returns include improvements in brand reputation, enhanced customer loyalty and positive word-of-mouth. While not as easy to measure, these factors contribute significantly to the long-term success and resilience of a business.

Instead of drowning stakeholders in a sea of numbers, focus on storytelling — how a CX initiative directly led to a surge in customer retention, or how an improved customer experience indirectly boosted the brand’s image. Visual aids, real-life stories and testimonials make this narrative compelling and relatable.

Directly link these metrics to the broader business strategy, whether it involves increasing customer lifetime value (the total net profit your business can expect to generate from a customer), reducing customer acquisition costs (the cost of bringing in new customers) or improving service quality through enhanced employee satisfaction.

The art of presenting customer experience ROI lies in not only highlighting the measurable gains but also in communicating the significance of customer-centric initiatives. By doing so, stakeholders not only see the value in continued investment but also recognise the important role CX plays in shaping the future success of the business.

Elevate your CX with Premier Contact Point

Are you ready to transform your customer experience and gain a competitive edge?

Download our exclusive eBook now – “Your 23 Point Action Plan to Deliver CX That Drives Competitive Advantage.”

The Benefits and Application of AI in Contact Centre Quality Assurance

Using AI for contact centre quality assurance

Using AI in contact centre quality assurance brings several advantages, making the process more efficient and accurate while enhancing the customer experience.

In this article, we’ll explore these benefits with some real-world examples.

AI-driven automated quality monitoring

AI automated quality monitoring gives you the tools to continuously measure and monitor how well your agents are doing, assess the quality and depth of your customer interactions and make customer experience even better. It’s a way to check if your product or service meets both your company’s standards and what your customers expect.

Every agent is unique and excels in different situations and learning environments. Quality management in the contact centre helps you understand each agent’s performance and allows you to make important changes in developing customer interactions.

When it’s time to make business decisions, we need data to guide us, and quality assurance monitoring collects and helps us analyse that data to make everything about your contact centre function even better.

Imagine you call your internet provider’s customer support, and the agent, Sarah, quickly and effectively helps you. The company uses quality monitoring tools to analyse her interactions, discovers her excellent approach and shares her methods with other agents. As a result, more customers experience better service and higher satisfaction.

Consistent evaluation

AI can play an important role in maintaining consistent evaluation processes in call centres. It works by applying predefined assessment criteria uniformly across all customer interactions, ensuring that agents are evaluated fairly.

One notable advantage of this AI-driven approach is its ability to monitor and track agent performance over time. By collecting and analysing data from customer interactions, it generates valuable insights into trends and areas needing improvement.

Consider the example of a large insurance call centre where AI algorithms analyse customer calls. They examine conversations to ensure they comply with industry regulations and the company’s own internal guidelines.

At the same time, AI evaluates factors such as how polite the agents are, how accurate the information is and how well they deal with problems.

The AI system doesn’t stop at evaluation alone – it actively contributes to the ongoing development of agents. It offers personalised training materials based on each agent’s evaluation results.

This continuous learning process enhances the quality of customer interactions and ensures compliance with regulatory standards.

Real-time feedback

AI has the potential to drive businesses forward with real-time feedback empowering agents and enhancing your customers’ experience.

1. Immediate improvement

Agents receive feedback on their performance in real-time, allowing them to adjust their approach during the interaction.

This quickly leads to better problem resolution and customer experience.

2. Enhanced agent training

Real-time feedback serves as a valuable training tool. Agents can learn from their interactions as they happen, helping them develop their customer service skills in a meaningful way.

3. Increased customer satisfaction

Quick adjustments based on real-time feedback lead to improved customer interactions, which in turn, boost customer satisfaction levels.

Satisfied customers are more likely to remain loyal and recommend the company to others.

4. Efficiency

Receiving instant guidance allows agents to resolve issues more efficiently, reducing call handling times and enabling them to help more customers effectively.

5. Following guidelines

Real-time feedback helps agents meet company guidelines, making sure they consistently follow scripts, policies and regulatory requirements.

6. Data-driven insights

Real-time feedback data can offer valuable insights into common issues, agent strengths and areas needing improvement. These insights inform decisions and enhance processes within the contact centre.

7. Boosted morale

Positive feedback during interactions boosts agents’ morale and job satisfaction, which in turn contributes to creating a more positive work environment.

8. Customer-centric approach

Agents can use real-time feedback to tailor their responses, addressing individual customer needs and making interactions more customer-centric.

Trend analysis and predictive insights

AI analyses trends and patterns in customer interactions, enabling you to identify potential issues.

By using historical data, AI predicts customer behaviours and preferences, allowing contact centres to anticipate customer needs and offer more focused support. This early detection empowers you to take preventive actions and enhance the overall customer experience.

For instance, let’s say a telecommunications company uses AI to analyse customer enquiries. The AI system detects a growing trend of customers reporting internet connectivity issues during rainy weather.

With this insight, the contact centre can proactively address the problem. They may send out notifications to affected customers ahead of anticipated rainy days, offering troubleshooting tips and letting them know the company is aware of the issue.

This not only reduces the volume of incoming support calls during rainy weather but also demonstrates the company’s commitment to customer satisfaction and problem resolution.

Scalability and cost efficiency

AI in contact centres empowers you to easily expand quality assurance efforts, ensuring consistent performance even during peak periods. This means businesses can maintain the highest standards of service and customer satisfaction, no matter how busy things get.

Imagine a retail company during the holiday season. They experience a significant surge in customer enquiries and sales. By using AI-driven chatbots and quality assurance tools, they can keep on top of quality assurance.

The chatbots handle initial customer interactions, ensuring that enquiries are appropriately categorised and routed to the right department. Simultaneously, AI-driven quality assurance tools continuously monitor these interactions to ensure they meet company policies and service standards.

As a result, even during the busiest times of the year, the company can maintain the quality of customer interactions, swiftly address any issues and provide consistent service.

This not only enhances the customer experience but also allows the company to manage increased demand without significantly expanding their human workforce, giving cost-effective and efficient operations during peak periods.

Personalisation and customer satisfaction

AI analyses customer preferences and interactions to personalise future calls and enhance their overall experience. This tailored approach can continuously improve customer interactions.

Imagine being a customer of a major e-commerce platform. The platform uses AI to analyse your browsing history, buying patterns and past interactions with their customer support.

When you call their customer service for assistance, the AI system uses your data to suggest personalised product recommendations relevant to your past purchases and interests, making your shopping experience more enjoyable.

This personalised approach not only improves your experience but also enhances your overall perception of the brand’s commitment to meeting your individual needs.

Compliance and risk mitigation

AI integration in contact centres plays a crucial role in ensuring all customer interactions comply with the company’s standards, effectively reducing the likelihood of legal issues.

By automating compliance checks and monitoring, AI acts as a reliable safeguard against unintended breaches. This proactive approach not only lowers risks but also helps maintain your centre’s reputation for following regulations.

In a financial services contact centre, AI-driven compliance monitoring is employed to identify potential issues related to fraud or non-compliance. This approach serves as a protective shield, ensuring that the centre consistently meets financial regulations and maintains the security of their customers’ financial information.

Need help in developing quality assurance in your contact centre?

Using AI in contact centre quality assurance, the goal is to enhance the customer experience, making it more seamless, personalised and compliant.

While AI can never replace the warmth, understanding and personal touch of a human voice, it can play a crucial role in improving efficiency and consistency in contact centre quality assurance.

With our real-time contact centre dashboards, you can access vital metrics like calls handled, wait times and logged-in times. By customising thresholds you can also highlight performance issues, allowing them to be managed effectively.

Get in touch with our expert team for advice on contact centre quality assurance solutions and to schedule a demo.

How Will AR And VR Transform Customer Experience?

AR and VR

Introduction to Augmented Reality and Virtual Reality

Augmented Reality (AR) and Virtual Reality (VR) are groundbreaking technologies making a significant impact on the business world and reshaping how companies operate and engage with their customers.

AR seamlessly merges virtual elements with the real-world, enriching perception and blending digital information with the physical world. Retailers can offer virtual try-on experiences and industrial sectors can improve maintenance and training processes, resulting in better efficiency and less errors.

Meanwhile, VR offers businesses the opportunity to provide simulated environments for training programs, allowing employees to work in realistic scenarios without real-world consequences. With virtual meetings and shared workspaces businesses achieve enhanced communication and seamless global collaboration.

These transformative AR and VR technologies present businesses with innovative opportunities in marketing, training, customer service and product development, giving them a competitive edge in the digital era.

Transforming customer experience

AR and VR are actively reshaping customer experiences across industries, transforming how businesses engage with their clients.

In the retail sector, AR allows for virtual try-ons and interactive product visualisation, allowing customers to make well-informed purchases and enhancing their shopping experience.

In travel, VR allows prospective travellers to virtually explore destinations and accommodation, encouraging a strong emotional connection and confidence in booking choices.

AR and VR have also revolutionised marketing campaigns, enabling brands to craft captivating and immersive narratives to engage consumers on a whole new level.

Practical implications

Integrating AR and VR into customer service has the potential to improve customer experiences and optimise service delivery.

AR-powered virtual showrooms enable customers to explore products and services from the comfort of their homes, immersing them in visually engaging and interactive shopping environments. This not only expands a business’ reach but also provides customers with a more convenient and personalised shopping experience.

In remote assistance, AR helps customer support representatives offer real-time guidance and troubleshooting by overlaying digital commentary onto the customer’s physical environment. This speeds up issue resolution time and reduces the need for on-site visits, resulting in greater customer satisfaction and cost savings.

VR can also be harnessed to provide immersive experiences like virtual property tours or interactive product demonstrations, empowering customers to make decisions without the need for physical visits.

Benefits and opportunities

Using AR and VR offers a wide range of potential benefits, creating improved engagement, personalisation, customer satisfaction and the potential for increased sales.

Customers are kept engaged and interested in products and services, and businesses can tailor the experiences to cater to individual preferences, making customers feel valued. The more personalised approach leads to higher customer satisfaction as they feel understood and appreciated.

The interactive nature of AR and VR allows customers to try products virtually and experience services before committing to a purchase, boosting their confidence when making buying decisions.

By integrating AR and VR into customer service operations, businesses can forge stronger connections with their clientele and gain a competitive advantage in today’s market.

Challenges and considerations

There are several potential obstacles for businesses in the implementation of AR and VR technologies.

Firstly, cost is a significant concern as these cutting-edge solutions can be expensive. Businesses should carefully budget and explore cost-effective options to ensure a viable solution.

Secondly, the technical requirements for seamless AR and VR experiences may require specialised hardware and software to ensure smooth integration with existing systems.

Customer acceptance and adoption also present a critical challenge. Businesses can address this by gradually introducing AR and VR, providing user-friendly interfaces, and offering comprehensive customer support and education to build confidence and familiarity.

By handling these obstacles with a well-planned strategy and a customer-based approach, businesses can effectively and successfully integrate AR and VR technologies.

Looking forward

The future trends in AR and VR within customer service hold exciting possibilities that will revolutionise how businesses interact with their customers.

AR technology is expected to advance, leading to more sophisticated and seamless virtual showrooms where customers can explore products in even more immersive and interactive ways. Additionally, AR-enhanced remote assistance could include AI-driven smart guidance, providing real-time, efficient problem-solving.

As for VR, the emergence of more affordable and user-friendly devices may lead to widespread adoption, allowing customers to easily join virtual meetings and collaborative workspaces. VR-powered customer support is also likely to become more common, offering personalised and engaging experiences superior to traditional methods.

The term ‘haptic feedback’ relates to the use of touch in communicating information, for example a handshake. In technology, this is already in use, for example in gaming where the handset vibrates based on a response, feeling the sensation of pressing and releasing a button, etc. The integration of haptic feedback and other sensory technologies may further enrich the VR experience, enriching customer interactions and strengthening brand loyalty.

Recent years have witnessed significant advancements in both AR and VR technologies, making them more accessible and captivating than ever before. As they continue to evolve, these technologies hold the promise of transformations across a range of sectors, reshaping the way we interact with digital content and offering exciting possibilities for the future.

Premier Contact Point embraces the future of contact centres

Discover the future of AR and VR with Premier Contact Point. Our expertise in optimising customer experiences for contact centres sets your business apart, empowering you to embrace cutting-edge technologies and stay ahead in the market. Contact us to schedule a demo.

Total Experience: Taking A New Perspective To CX

Total Experience

If your organisation is providing customer service in the same way that you did a few years ago, you’re on the road to losing customers, staff and market share.

Successful businesses ensure that their customer engagement and employee satisfaction  strategies evolve and adapt to meet today’s needs.  When this happens, you increase customer and staff loyalty, and open more opportunities for business growth.

The importance of experience for your business

Take this common scenario:

A customer has a couple of questions about a product they’ve purchased from you, and starts off by checking out your website to try and find the answer. He sees the webchat and enters his question, but the chatbot can’t answer his questions effectively. So he goes to your Facebook page and leaves a message in Messenger, which is auto answered by a chatbot – who advised him to call Customer Service. After some time on hold, a friendly customer service agent takes the call, but isn’t able to give all the answers, due to their permission levels. So he is transferred to another department. More hold time follows and his frustration starts to mount. He has to start his story all over again with the new department and finally he gets the answers he’s seeking – after 38 minutes.

In this all too common situation, the customer can feel they are going round in circles trying to get a quick answer to their questions, and to speak to the right person. Even if they love your products or services, having an experience like this clouds their perception of your company as a whole.

The goal of offering multiple touchpoints is to cater for customer preferences and make it easier for them to do business with you, and of course to provide a great customer experience. But, often the opposite happens because the different touchpoints operate as silos.

And it’s not just the customer who’s frustrated – team members will be too. No-one wants to spend all day at work grappling with technology and providing inefficient service to disgruntled customers.

How have customer and employee needs changed?

Most customers want easy-to-navigate digital interactions which help them get answers or help quickly and efficiently.  No-one has the time or patience for convoluted systems and service delivery.

Customer Experience (CX) focuses on shaping the customer journey with a personalised experience which solves problems quickly. Customer feedback is used to gauge touchpoint interactions and satisfaction, and to learn where improvements need to be made.

Employees want fast and straightforward interaction with the systems and colleagues they depend on for doing their roles efficiently, and providing great service to customers.

Employee Experience (EX) refers to what it’s really like for your team members who are trying to deliver consistently good CX. A successful EX strategy and environment produces a less stressed and more driven workforce that works in a more efficient and productive way. Taking care of EX encourages commitment to the company’s vision and ethos, and improves job satisfaction and retention.

So what then is Total Experience?

Total Experience is the next step – where an organisation proactively implements strategies and systems that allow customers and employees to engage with the brand and company in a more holistic way.

Total Experience – TX – brings together all the X elements.

  • UX – which relates to the user experience on your digital assets – particularly your website or app
  • CX – the overall experience the customer has when trying to get customer service
  • EX – how easy it is for your employees to operate your systems and deliver on your promises

Creating systems that collaborate for frictionless CX, UX and EX is at the heart of Total Experience.

Gartner’s report, Top Strategic Technology Trends for 2022 predicts that TX-focused organisations will outperform others in CX and EX by 25%.

How to begin to incorporate TX?

Here’s a few ideas you can use to get started with building a wonderful TX for everyone who has anything to do with your business or organisation.

Take time to develop a multi-level plan

  • Gather a complete and honest picture of your business by investigating and documenting the current experiences at all levels.
  • Form a multidisciplinary team whose role is to create a strategy focussing on goal setting and collaboration opportunities.

Invest in the right technology

  • IT is a driving force of TX, but investing in the right technology is vital. Identify platforms that amalgamate the digital experience for customers and employees. Look for those that improve collaboration, visibility and recording systems to boost customer service.
  • Focus on platforms that can manage changing customer expectations by offering omnichannel communications and omni departmental connections. Move away from a purely transactional approach and towards a holistic CX. This will allow you to create a consistent and engaging customer journey that reflects your brand and  company values.

Make good use of data to support strategies and decisions

  • Use business insight information to identify channel trends and changes in key metrics.
  • Run customer surveys to find out what they love and what they find frustrating about doing business with you.
  • Hold employee discussions to identify technology issues and pinpoint silos that need to be connected to remove frustrations and provide empowerment.

Stay up to date with technologies and trends

Delivering better TX than anyone in your sector will give you the edge over your competitors and see you reap the highly prized rewards of increased customer loyalty and staff retention.

To do this, you need to be constantly aware and ready to act.

  • Keep yourself informed of new trends and technologies that drive TX.
  • Maintain flexibility and plan to adapt to the changing needs of customers and employees.

Embrace the future with TX and Premier Contact Point

Gartner’s report predicts that by 2026, 60% of large organisations will use Total Experience to improve CX and EX.

As technology continues to morph at the speed of light and using it continues to permeate every aspect of our daily lives, customer and employee expectations will also continue to grow and change.

TX is the  building block for adapting to the changes and for providing the best personalised and collaborative company experience into the future.

Premier Contact Point’s technology is helping many businesses and organisations to implement TX and enjoy the rewards it brings.

Related blogs

Meet your customers where they are with device-agnostic CX

How does real-time visual engagement help you boost CX?

5 ways chatbot automation transforms CX