People experience

People experience is a philosophy that is based on the knowledge that people buy experiences. This is as true for employees in the business world as it is for shoppers on a high street.

“An empowered organization is one in which people have the knowledge, ability, desire, and opportunity to succeed personally in a way that leads to collective organizational success.” Stephen Covey

Work today is as much an emotional contract as it is a professional one. Just as today's consumers value the experience of the product, employees do the same. People are more considerate in their searches and more demanding in their choices.

Customer experience is the total perception of your customers about their experience with your business or brand. It's the result of every interaction customers have with your business, from browsing your website to speaking with customer service and receiving the product/service they purchased. Everything you do affects your customers' perception and their decision to keep coming back or not, so a great customer experience is a key to success.

Therefore, providing a great customer experience is very important for any business. The better experience customers have, the more repeat purchases and positive feedback you'll receive, while also reducing friction, the number of customer complaints, and returns.

So…. The advantages of offering a great customer experience include:

• Increased customer loyalty
• Greater customer satisfaction
• Better word-of-mouth marketing, positive reviews, and recommendations

It's important to understand that all business models can benefit from improving their customer experience: subscription companies can increase retention and reduce customer churn, e-commerce marketplaces can reduce returns, and service industries can get recommendations and reduce complaints.

You should avoid doing the following as they cause bad customer experiences.

Keep in mind that poor customer experience comes in many shapes and sizes, but several issues are most common:

• Long waiting times
• Employees who do not understand customer needs
• Unresolved issues/questions
• Too much automation / not enough human touch
• Non-customized service
• Rude/angry employees

If you need more ideas, think about the last time you felt frustrated as a customer; one (or more) of the above was likely the cause.

Is CUSTOMER EXPERIENCE the same as CUSTOMER SERVICE?

Mainly, customer service is only part of the whole customer experience. As we mentioned before, the customer experience is the general perception that the customer has of your company, based on their interactions with it. Comparatively, customer service refers to specific times within the experience where a customer requests and receives assistance or help, for example calling an operator to request a refund or interacting via email with a service provider.

In other words: Customer experience is bigger than customer service. It includes all the times customers have contact with your business, from the moment they first hear about it in a blog post, to the moment they call your customer service team to complain about your product.

Loving and enjoying the place where you work essentially comes down to the experience you provide to your employees. This will determine not only that workers decide to stay in your company, but also that they perform at their best, reaching their full potential and the best thing is that they would recommend it to others. This is where you should ask yourself:

• What experience are you giving your employees?
• What is their daily experience?
• What can they expect from you and your company in the short and long term?

"Customers will never love a company until employees love it first." -Simon Sinek

Employee experience is an increasingly popular topic. Companies that invest in their expertise are better places to work, more in-demand among applicants, and also more innovative. However, what exactly is employee experience and how can you improve it?

According to Plaskoff, the employee experience is the holistic perception of the employing company. In other words, the employee experience is how they feel about what they encounter and see in the course of their journey as an employee in a company.

But… Why is it important from an organizational perspective? Well, while employee experience is still a fairly new concept, there have been some studies that show why it's so important.

Companies that create a great employee experience can reduce complexity and stimulate collaboration. This indicates that these types of companies can innovate faster by bringing products to market quickly.

Furthermore, these organizations are also capable of creating a better customer experience.

If the company enables employees to do their jobs better, they can better serve customers and vastly outperform those competitors who don't.

So what are the ways to implement it?

It is crucial to understand that the employee experience is related to three contexts: culture, technology, and physical space. These contexts are the ones that act as facilitators to achieving an excellent employee experience:

• Culture is about creating an environment where people want to work. If you had to package up what it means to work at your company, put it in a pill and take it, would you swallow it?

“Most executives always tell me no. Yet for some reason they expect their employees to want to swallow that corporate pill.” –Jacob Morgan

• Technology is crucial. As an organization, you need to use great tools to build trust and engagement. Never forget that technology is an element in an organization made up of humans.
• The physical space must allow employees to perform optimally. The average employee performs 12-24 tasks during their workday. Therefore, the physical environment must adapt to this.

The employee experience offers a new perspective on how we manage people. This perspective takes employees and their subjective experiences as a starting point. Countless factors influence the way employees experience work, but as a company, you are in a position to influence some of the most important ones.

Product experience is a subset of the entire user experience. It focuses on the whole customer journey that takes place within the product itself. It goes from the first time customers log in to the last time they stop using an app. Everything that happens within the digital "four walls" of a product contributes to the product experience. Also, in the age of free trials and freemium business models, customers trying products for themselves are now the primary way of making purchasing decisions.

Therefore, focusing on the product experience is in line with customer-centric approaches to product development, and design thinking is also coupled with this.

How can you engage digital consumers and protect your market share?

It is vital to understand that every day your brand can gain or lose positions on the digital shelf. Brand marketers must tell a compelling brand story across all the various digital milestones that occur in a buyer's journey. This requires a new level of insight and data segmentation into your consumers, as well as the means to reach them at the right time. Product experience management is how brands repeatedly win.

“Deliver the right content, when and where consumers need it, and you will boost purchases and build trust.”