Three Ways to Create a Better Customer Experience

foreign
ER customer service and experience
expert and today I'm going to discuss
the employee experience so everyone
knows what a customer experience is and
as popular as the concept of the
customer experience or CX as it
sometimes is called there's a somewhat
New Concept that's been coming on strong
for the past five or so years and that's
the employee experience or ex and I've
talked about this before so with recent
employment issues over the past couple
of years the ex is as important and
maybe even more so than the customer
experience the point is you can't have a
consistent and predictable positive
customer experience without an employee
experience to support it so most
businesses today need technology to meet
their customers needs and this comes
from streamlining processes self-service
customer support Solutions and more but
what about the employees needs do we
make the same effort for for our
employees as we do for our customers do
we invest in technology and processes
that make it easier for our employees to
take care of their customers so I had a
chance to learn from one of my clients
my tell about this very topic so my tell
provides a very sophisticated Custom
Communications Network that helps
businesses connect and collaborate and
take care of their customers and the big
takeaway is that employee experience
greatly contributes to the customer
experience again I've been preaching
that for a long time employees must be
empowered they need the right customer
information and the company should
invest in the processes and tools to
make their jobs easier and more
effective so here are three concepts
that mitel shared and I'm going to
include my comments as well number one
customers want to work with empowered
employees who know who they are for
employees to take care of customers they
must know who their customers are so
giving them the data and information
about the customer will help them make
good decisions make it easy for the
employees to take care of customers
provide more than just general
information for an employee to know who
their customers are the employees need
to know what the customer bought in the
past how often they bought it if they've
ever called in before for help or
support and much more number two even if
customers don't care if they call
customer support and talk to someone in
an office or a Home employees do care so
creating a seamless call center
experience is important to customers but
they don't need to know or really even
care where they're calling as long as
they get the answers they need and their
problems are resolved but employees do
care to do their job they must also have
a seamless experience with so many
employees working remotely from home
it's essential for them to feel like
they're part of the organization whether
they work from home or in the office
they must feel like they're part of a
team if they don't feel connected all
they're doing is working for a paycheck
and not the company by the way that is
not a good thing
and finally number three invest in the
right technology that makes employees
jobs easier so a contact center equipped
with artificial intelligence or AI
technology can help reduce unnecessary
work a digital solution such as an AI
powered chatbot can support a customer
in complete time wasting processes
allowing employees to help customers
with more complicated and important
issues this makes everyone both
customers and employees happier
so the behind the scenes way we support
customers is far different from the
recent past and even though we use
technology it's really about the
employee experience what are we doing to
make it easy for them to do their job
take care of them and they will better
engage and take care of your customers
so if you followed my work then this
line should be very familiar what's
happening on the inside with an employee
is felt on the outside by the customer
well I hope you enjoyed this short
lesson thank you very much for tuning in
this is Shep hyken reminding you to
always be amazing