The Magic Apple Total Experience: Integrating the Customer Experience and Employee Experience 

Are you ready to take your business to the next level? Do you want to create a bond with your customers that lasts a lifetime? Then, it’s time to focus on Total Experience (TX). If you’re unfamiliar with this concept, don’t worry – we’re here to explain everything you need to know!  

What is Total Experience?  

Total Experience (TX) is a term that refers to all the interactions a customer has with your brand. We’re talking from the moment they first discover your product or service all the way through to the after-purchase support and follow-up. A top-notch TX strategy is about making every interaction smooth, seamless, and super satisfying, no matter what channel or platform your customers are using.   

And that’s something every customer wants. In fact, 73% of all customers say that their overall experience with a brand is a key factor in their purchasing decisions. And they put their money where their mouth is! Companies that provide an excellent experience for their customers have seen a 10-15% increase in revenue compared to those that don’t.   

So, if you want to make money, set yourself apart from the competition, and build a customer base full of your biggest fans – keep reading! We’re going to walk you through what goes into a TX strategy and how to build your own.  

What Does a “Total Experience” Entail?  

To create a great TX strategy, you’ve got to know what “total experience” means for you and your company. And though answers can differ slightly from business to business, TX typically covers four main types of experiences: MX, CX, UX, and EX.   

  • Multi-Experience (MX). MX refers to customers’ various channels and touchpoints to interact with your company. It’s critical that your customers’ experiences on every channel, whether it’s your website, app, or customer service line, are seamless and consistent. After all, customers want to feel like they’re dealing with the same great brand no matter what – not three different brands on three different channels.  
  • Customer Experience (CX). This is the most well-known component of TX and refers to customers’ interactions with a company throughout their journey, from awareness to purchase to post-sale support. CX is crucial for building brand loyalty and driving repeat business.  
  • User Experience (UX). This component is all about designing products and services with the user in mind. Whether it’s a website, an app, or a physical product, UX focuses on creating a seamless and intuitive experience that meets the user’s needs and expectations. Cause no matter how great your MX and CX are, if the product’s difficult to use, you will start losing customers.  
  • Employee Experience (EX). Total experience doesn’t just apply to your customers. It also applies to your employees! After the Great Resignation, companies began working harder to retain top talent. When employees are happy and engaged, they’re more likely to stay and provide great customer service, contributing to a positive brand experience overall.  

With all this in mind, here’s your first step in TX strategizing: stop thinking about these different “Xs” as separate departments in your business! Instead, think of them as stepping stones in a comprehensive “path” of experience and act accordingly.  

The Role UC Solutions Play in Total Experience Strategies  

When it comes to TX, unified communication & collaboration (UC&C or just UC) tools are the glue that holds all the different experiences together. These tools help your teams to work together more efficiently, communicate with customers more effectively, and ultimately create a more satisfying experience for everyone involved. Here are a few of our recommendations:  

For Customers:  

  • Video conferencing and screen-sharing features to connect with customers face-to-face  
  • Instant messaging applications to quickly communicate with customers  
  • Contact center software to efficiently manage customer interactions  
  • Virtual event platforms to host webinars and product demos for customers  

For Employees:  

  • A unified communications platform to make communication easier and faster both internally and externally  
  • Collaboration tools such as team chat and project management software to improve teamwork and productivity  
  • File sharing and storage platforms to securely share documents and data  
  • Remote access solutions that allow your employees to work from anywhere 

With these UC tools in your arsenal, you can start building an effective TX strategy in no time!  

Best Practices for Implementing Total Experience Strategies  

You’ve got the information and tools, and now it’s time to talk shop. What are some things you can do today – practically – to start implementing a TX mindset and strategy at your company? Here are a few best practices to consider:  

  • Communicate the vision clearly. It’s important that you get your employees onboard with your TX strategy first before starting implementation. That way, they can help you transition from your current CX strategy & processes to your new TX ones.   
  • Optimize, optimize, optimize. From the website to the mobile app to the in-store experience, be sure every touchpoint is optimized for customer satisfaction and success (apps with intuitive design and easy navigation, simple follow-up processes, etc.)  
  • Choose the right tools. Not all TX tools are created equal. So be sure you’ve got platforms that can integrate (and communicate) with one another, so employees don’t waste time with multiple platforms, and no employee message is left unread.  
  • Ask for feedback. Regularly collect customer and employee feedback to understand their needs and preferences (market research, surveys, etc.).  
  • Empower employees. Provide employees with the tools and resources they need for a great customer experience. These can include customer service training, leadership development programs, and opportunities for career advancement.  
  • Continuously improve. Don’t be afraid to tweak or update your TX strategy based on the feedback you receive! Customers and employees alike appreciate – and stay loyal to – a provider who takes their needs seriously.  

By implementing TX strategies, you can create a seamless, enjoyable experience for your customers, users, and employees, setting your company apart from the competition.  

Create a Spellbinding Total Experience With Magic Apple  

Whether you’re looking to improve customer loyalty, attract top talent, or simply take your business to the next level, Magic Apple is here to help! Our phone system is equipped with UC tools designed to support TX strategies, ensuring that every interaction with your organization is seamless, engaging, and enjoyable. So why wait? Experience the magic of exceptional customer and employee experience today

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