Brands no longer sell only products; they need to sell experience too. Total-experience (TX), an intersection of employees, customers, and user experience, is a new concept that is expected to become a priority for tech and retail companies. The TX concept is based on elevating the experience of every customer-company communication and all the encapsulated components related to these experiences- customers, employees, technology, and various departments.
In an ‘Experience Economy’, an idea proposed by Joseph Pine and James Gilmore in the 1990s for the first time, companies must embrace a broader spectrum of values, ideas, and experiences beyond the physical product. With so much clatter to work through and tough competition in the market, business leaders are driven to develop memorable experiences for their clients or customers. A streamlined lead generation and sales funnel to fascinate quality leads and a human-centric organizational culture to appeal to the best talents is focused more. It will become vital to leverage technology and analytics to personalize buyer journeys and develop immersive physical and virtual experiences across all the touchpoints.
What is Total Experience?
Total experience is a strategy connected with multi-experiences with customers, staff, and user experiences. TX unifies UX designs, content marketing strategies, and employee-customer experience to offer a singular, seamless, all-inclusive brand experience. Traditionally, all these strategies and disciplines have been soiled differently. But the concept of TX is fundamentally combining these different strategies into one silo such that industries can create all-encompassing engagement with their customers; to achieve a competitive advantage over their competitors. TX is helping businesses to boost their company value proposition. The organization’s internal culture has a massive impact on external experiences. A brand’s experience will define their company’s identity and how their customer perceives them. Brands must link their in-store and online strategies to confirm that the engagement is perfectly uninterrupted. Companies will require capitalizing on social channels and traditional media like print and television to develop awareness and loyalty. Companies that adopt TX into their business & marketing strategy will be able to transform their business results.
Delivering Your Customers, a Total Experience
If we see the total experience through the lens of retail, these days, the likes of Netflix and Amazon have taught the customers they can get whatever they want. So, they bring these exact expectations & experiences when they do business with you. They need ultimate convenience and the option to interact with you on their terms. So as a retailer, ideally, customers should be able to browse your website on any device they want, reserve a product, and then pick it up in-store or get it delivered. And there should be an option of contacting your customer service team if they face any issues. While this form of easy interaction is part of the total experience, customers also look for a great brand experience. And there are myriad ways to meet their expectations.
Time To Focus On Customer Engagement
Technology plays a vital role in immersive customer engagement. For example, Volvo has designed a vital reality app that provides a test drive of the new Volvo XC90 on winding alpine road from the comfort of the customer’s own home. This product gives Volvo employees a fun-selling tool to enhance conversation with their customers. After sponsoring the virtual test drive, it also offers a natural opportunity for a follow-up sales call to confirm a customer’s interest.
Giving a Total Experience to Employees
From the office or workplace perspective, the total experience can create a better workplace that keeps employees connected, engaged, and motivated. In turn, this is very likely to improve the experience they offer to the customers. Creating a great work environment includes a genuinely unified approach—those accounts for every aspect of the employee’s journey. This encapsulates everything from onboarding & training to creating a great company culture and ensuring employees have the right tools. This is just one aspect of delivering the total experience. Ultimately, it hinges upon confirming that employees feel empowered, have opportunities to train and develop, and feel like they are being supported at every step of their career.
Ready to embrace total experience?
Verizon’s future-ready network can play a crucial part in supporting your own TX strategy. Our platform lets you connect leading-edge technologies and communication tools so that you can meet the demands of both customers and employees and gain a crucial edge over your competitors.
How Can TX Transform Today’s Business?
TX can accelerate coordination among remotely working and distributed teams. From big companies like Amazon and Google to smaller businesses, the workforce has become distributed. Companies have to invest in unified strategies that meet the demand and expectations of both the employees and customers. Working remotely can’t result in poor communication and performance. TX solutions will assist management in overseeing the entire operation and confirming that deliverables are on-time and best customer experience is always the priority.
TX can further enhance both customer and employee satisfaction. Unified strategies can boost communication and cooperation between various departments and improve customer interactions at both virtual & and physical touchpoints. Communication technology assists remotely located employees in sharing information and working seamlessly, keeping an eye on customer satisfaction and customer loyalty.
TX solutions can improve marketing strategies. Intersectional strategies that unite creativity, technology, innovation, and ingenuity can develop a more holistic marketing and sales approach.
Total experience and it’s unifying strategies can create a more competitive advantage for companies. The innovative solutions can handle customer-centric needs to help companies attract and retain their customers.
There will be more execution of multi-experience platforms to meet the user and industry demands. These platforms will be used for chatting, voice search, AR, and wearable devices. Multi-experience platforms will become a vital component of TX and help businesses to capitalize on upcoming opportunities.
Conclusion
The tough competition in tech— attract the top talents and win customers—has long made both the employee & customer experience are being prioritized within the sector. But the two concepts were traditionally treated as different objectives. TX strategies are still in budding stages, with most organizations now realizing the opportunities that total experience offers in terms of employee satisfaction, customer acquisition, and technological advantage. It will become a significant satisfaction metric shortly.
Creating an excellent Total Experience is very important because it decreases the drag, cost, and redundancy of serving both the internal and external groups, unleashing enhancements company-wide. But while unified strategies and workflows play into creating a Total Experience, the entire concept of TX hinges upon underlying technologies—with unified communications tech at the forefront. Bringing customer experience, employee experience, user experience, & the multi-experience together will do wonde4rs in the present era. We help clients to shape their brand strategies and develop a more agile and resilient organizational structure to boost future business growth and generate revenue.
