Monday 27 November 2017

Definition and Importance of Customer Experience


We often hear customer experience is crucial for the present and future of the business. This statement has always held true but in this era of more autonomous and “empowered” customer who has genuinely higher expectations, it is even more so. Ever wondered what exactly Customer Experience is and why it is so crucial for the organization’s growth?

Customer Experience is defined as the product of interaction between an organization and a customer over the duration of their relationship. This interaction is formed up of 3 parts: Customer Journey, brand touch points the customer interaction with and the environment and the customer experiences during their journey with the company. Though customer experience includes a lot of elements it boils down to the perception the customer has of your brand. Even if an organization thinks your brand and customer experience is one thing if the customer thinks it to be something different that would actually be counted as customer experience.


Managing customer perception is one of the most important aspects a company should look into. Everything a company does from the initial stage time they start providing the service to the time they build the relationship with the customer till the very end contributes to how the customers perceive it and in turn, it includes the overall customer experience.
  
A company would be good in one arena but struggle in others which might lead to an overall poor experience. For example: If the company hired employees for its stores that are apathetic about the service and didn’t really want to be there, they will have poor interactions with the customers which in turn will lead to hampering company’s productivity. On the other hand, a company that hires passionate people who loves their job will help in the overall growth of the organization. Taking out time to make sure every step of the company’s journey is strong will help in establishing the company and in turn will help in its growth.

Customer perception is a very delicate process and can change with every interaction, so constantly maintaining a strong customer experience is of utmost importance.  We at “Employee Pooling” understand how important every customer is for an organization growth. We treat every customer as the king and endeavor to achieve cent percent customer satisfaction.

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