Customer Experience: An Organizational Skill

Customer Experience: An Organizational Skill

With time, the global business paradigm is changing fast and so is changing the way business is conducted. For example, a few years ago, business houses used to consider product quality, competitive price, and customer service the essential trios for customer retention. However, over the years, customer experience has joined the list. Indeed, in today’s time, customer experience is increasingly being touted by modern marketers across industries.

Before we go into further details, we need to know what exactly ‘customer experience’ is. An article published in the Harvard Business Review has described ‘customer experience’ as a customer’s throughout journey with a company/service provider. However,

The answer is simple. If an organization is able to deliver its customer a unique experience, it will ultimately result in an increase in the consumer’s spending with the particular organization, thereby enabling the organization to earn the customer’s loyalty to its product/service. Famous editor, Jessica Sebor, therefore said, “Loyalty is now driven primarily by a company's interaction with its customers and how well it delivers on their wants and needs."

The Latest Trends in Customer Experience

With the advancement of modern technologies, the rising popularity of social media and the growing competition for market share, most of the companies are now exploring different ways to communicate better with their customers and add more value to their relationship.

Interestingly, in one of its reports, Gartner revealed that a staggering 89% of organizations participated in its survey has revealed that they would compete based on customer experience by 2016. The number was 36% in 2014 and 58% in 2015. This reveals how organizations across the world are gearing up to excel in offering unmatched customer

These days, companies are opting for workforce optimization to fulfill their two goals—one being enhance their customers’ overall experience while the other being create a pool of talent. A recent survey has revealed that about 80% of consumers participated in the survey said that helpful staff always improves their shopping experience, while 75% of participants revealed that they prefer walking out of the store when they do not find any knowledgeable associate helping them.

Since customer experience has emerged as an organization skill, it is important for organizations to prepare their workforce with specialized knowledge and skill sets. For example, the talent management department of the organization should learn the ropes of driving workforce in a way that creates unmatched customer experience. On the other hand, the marketing department should learn how to engage their customers in a better way through omni-channel marketing. Given this, more and more organizations are renewing their focus on various on-job training and certification programs, which are found to be effective in equipping workforce ready for ensuring better customer