Customer experience in an organization.
Customer experience in an organization refers to the interaction between a corporate company and a customer over a long period of time. The customer‘s experience is achieved through direct or indirect involvement with a company. Direct involvement normally takes place when the buying or use of a product is initiated by a customer. Indirect involvement in cooperates advertising, unplanned meeting with sales representatives and news reports. The opinion behind implementing a culture of creating a customer experience is to sustain an ecosystem in which various components work together to achieve a healthy balance. The reasons for creating a customer experience includes; obtaining customer feedback on time, establishing who your customer is and developing an emotional connection with your customers. The three reasons are of major concern despite the three biggest challenges companies face when implementing a culture of creating a customer experience which includes; failure to have employee engagement, poor explanation of what customer experience means, marketers, failing to have a realistic view of their connection with customers.
Reason number one states that you need to obtain customer feedback on time which elaborates the significance of sending follow up emails to every customer (Plé, Loïc,155). Through making outbound calls to the customers, a company will obtain more precise feedback. Customer feedback should be tied to a particular support agent in a business which clearly defines their effort in achieving customer experience.
https://www.google.com/search?ei=WoQiXd6_GMqKavLgodAG&q=you+need+to+obtain+customer+feedback+on+time.
The second reason is the establishment of who your customer the customer support staff is dealing with (Lemon et al,70). The company should be in a position to connect with the situation faced by their customers thus understanding their needs and preferences in due time. The customer support team can understand the customer better by creating customer personas which attach customers with specific needs.
https://www.google.com/search?ei=2YMiXa7jCsXIaPnGobAM&q=the+establishment+of+who+your+customer.
The third reason is developing an emotional connection with your customer which entails that customers become loyal to any business venture when they are emotionally attached (Straker et al, 340). However, they remember how they feel when making use of a product or service. Customers who are emotionally engaged find it suitable to recommend your product or service hence bound to re-purchase it. https://www.google.com/search?q=developing+an+emotional+connection+with+your+customer.
Conclusion
The customer’s experience is achieved through direct or indirect involvement with a company. Direct involvement normally takes place when the buying or use of a product is initiated by a customer whereas indirect involvement in cooperates advertising, unplanned meeting with sales representatives and news reports. The opinion behind implementing a culture of creating a customer experience is to sustain an ecosystem in which various components work together to achieve a healthy balance. The reason for creating a customer experience includes obtaining customer feedback on time, establishing who your customer is and developing an emotional connection with your customers. Though a number of challenges including failure to have employee engagement, poor explanation of what customer experience means, marketers, failing to have a realistic view of their connection with customers inhibits the achievement of the above-mentioned reasons.