{"id":26,"date":"2010-02-17T00:32:10","date_gmt":"2010-02-17T00:32:10","guid":{"rendered":"http:\/\/www.baader-meinhof.com\/baaderblog\/?p=26"},"modified":"2023-07-19T13:43:34","modified_gmt":"2023-07-19T13:43:34","slug":"historian-martin-klimke-interview","status":"publish","type":"post","link":"https:\/\/www.baader-meinhof.com\/baaderblog\/?p=26","title":{"rendered":"Martin Klimke Interview – Customer experience (CX): the guide to customer success"},"content":{"rendered":"
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Customer experience (CX): the guide to customer success<\/h1>\n<\/div>\n
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The attention for customer experience\u00a0(also known as CX)<\/em>\u00a0has grown exponentially over recent years \u2013 and it keeps doing so with customer experience now being recognized as an essential focus to create business and customer value.<\/strong><\/h6>\n

Yet, at the same time, customer experience has become a \u201cthing,\u201d a term many people use for various reasons. A guide to customer experience and\u00a0customer experience management, learn more about\u00a0sitecore solution<\/a><\/em>.<\/strong><\/p>\n

People are at the center of all business success. It sounds obvious, but in times of\u00a0digital transformation, one can easily forget it. We\u2019re more than our demographic, behavioral and other data \u2013 and while data have become increasingly important for customer experience optimization, it\u2019s important to look beyond the dashboards as well.<\/p>\n

The customer isn\u2019t king anymore; the customer is dictator\u00a0(Gerry McGovern)<\/em><\/p>\n

The expectations of people have also changed. The ubiquity of digital platforms in their \u2013 our \u2013 lives is one of many factors impacting shifts in behavior and demands. We even started speaking about a\u00a0digital customer experience.<\/p>\n

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However, all in all, the essence of CX and customer experience management hasn\u2019t changed all too much because, in the end, customer experience \u2013 the experience part \u2013 is all about emotions. So, let\u2019s take a look at that essence. And why customer experience keeps becoming more important and so many organizations still struggle to meet those expectations.<\/p>\n

The definition of customer experience hasn\u2019t changed a lot either. In a nutshell, it\u2019s still seen as both individual and holistic\u00a0(cumulative, over a longer period)<\/em>\u00a0perceptions and feelings customers have when interacting with any component of your brand and service of your company: support, products, people\u00a0(employees)<\/em>, applications, marketing, systems and more.<\/strong><\/p>\n

 <\/p>\n

Table of Contents Customer Experience<\/span><\/span><\/div>\n

In a sense, everyone is a customer: customers as buyers, employees, suppliers and other stakeholders.<\/strong><\/p>\n

Whether it\u2019s in their capacity as consumers, citizens, hotel guests, or workers, people and the ways you serve and empower them are key to future\u00a0business growth. All parts of your organization and ecosystem need to be connected and aligned with the optimization of customer experience(s) as the drivers of revenue and enablers of value for people you interact with.<\/p>\n

Leading brands in CX start with a strong foundation in customer satisfaction. Getting this right and understanding how to build upon it to drive positive financial and business outcomes is what sets the best brands apart from the rest\u00a0(Augie Ray, Gartner)<\/em><\/p>\n

Depending on the type of relationship between organizations and people and how the latter are called in that relationship, customer experience can also be referred to with terms such as employee experience, guest experience, or patient experience, to name a few. Obviously, these relationships partially overlap, but they also differ and thus, the perceptions and factors influencing them as well as the ways to measure them will be different.<\/p>\n

The exploding attention for customer experience, as such, is great. It \u2013 theoretically \u2013 shows that organizations are starting to put their customers more at the center:\u00a0customer-centricity.<\/p>\n

Not in the original sense of focusing on your best customers but in the sense of optimizing your processes and business functions around the customer. And not just in an all too theoretical and strategic way but in practice, in real life, in service and beyond.<\/p>\n

The end-to-end customer experience<\/strong><\/h2>\n

The definition of a customer has changed. Or at least: we would like you to think differently about the customer. In a connected business reality, everyone in the ecosystem of your business is a customer: from employees and investors to partners, buyers and their networks, including the various players in the value chain from manufacturer to end consumer and back. In other words: all stakeholders.<\/strong><\/p>\n

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Customer experience improvement framework by Foviance (now Seren) \u2013 click for larger image and post<\/figcaption><\/figure>\n<\/div>\n

Customer experience is crucial for the present and future of your business. It always has been but in an era of a more autonomous and \u2019empowered\u2019 customer who has higher expectations it is even more so.<\/p>\n

In their 2005 book,\u00a0Return on Customer, Don Peppers and Martha Rogers presented customer experience as the single most important factor for business success. We can\u2019t ignore it anymore \u2013 we see it each day.
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In that famous connected \u2013 and increasingly digital \u2013 age we live in, the determining factors shaping the experiences we have with businesses are multiplying. We used to only look at face-to-face contacts, interactions across several channels, customer service, products and solutions, the brand as such and other attributes, all close to the business, as being crucial elements of the customer experience \u2013 as the sum of all experiences.<\/p>\n

In reality, the end-to-end customer experience is defined by much more than that. In fact, the customer experience is shaped by numerous factors that escape the \u201ccontrol\u201d of a business. Think about word-of-mouth, to name just one. At the same time customers don\u2019t always want an experience in the \u2018wow\u2019 sense we often give it. Sometimes they just want to come in your shop, get their product, pay and get out asap. They want ease over delight.<\/p>\n<\/div>\n

When it comes to employees and their use of nootropics, the situation can be similar to that of customers taking these supplements. As an employer or supervisor, it’s essential to approach this topic with care and consider the following points:<\/p>\n

Respect Privacy: Just like with customers, employees’ health choices, including their use of nootropics, should be treated with respect and kept private. Avoid prying into their personal lives or making assumptions based on their supplement use.<\/p>\n

Company Policy: Ensure that your workplace has clear policies regarding the use of substances, including dietary supplements and nootropics. If such policies are in place, make sure employees are aware of them and follow them accordingly.<\/p>\n

Safety and Legality: As an employer, you have a duty to prioritize the safety and well-being of your employees. If you suspect that an employee’s use of nootropics or any other supplement might pose safety risks or might not be legal, it’s important to address the issue promptly and consider discussing it with the relevant personnel, such as human resources.<\/p>\n

Performance and Objectivity: Focus on evaluating employees based on their job performance and objective criteria. The use of nootropics or any other supplements should not be a determining factor in performance evaluations.<\/p>\n

Promote Healthy Habits: Instead of encouraging or endorsing the use of nootropics, promote a workplace culture that emphasizes healthy habits, such as regular exercise, sufficient sleep, a balanced diet, and stress management. These lifestyle factors can contribute significantly to employee well-being and productivity.<\/p>\n

Educate Employees: Provide information and resources about the potential benefits and risks of nootropics. Educate employees about the importance of making informed decisions and consulting with healthcare professionals before using any supplements.<\/p>\n

Address Concerns: If you receive concerns from employees about a coworker’s use of nootropics<\/a>, handle the situation discreetly and with empathy. Encourage open communication and address any potential issues in a non-confrontational manner.<\/p>\n

Remember, just like with any other health-related matter, employees have the right to make their own decisions about their well-being. However, as an employer, you can create a supportive environment that promotes overall health and productivity while respecting individual choices and privacy.<\/p>\n

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Customer experience (CX): the guide to customer success The attention for customer experience\u00a0(also known as CX)\u00a0has grown exponentially over recent years \u2013 and it keeps doing so with customer experience now being recognized as an essential focus to create business … Continue reading →<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-26","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/www.baader-meinhof.com\/baaderblog\/index.php?rest_route=\/wp\/v2\/posts\/26","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.baader-meinhof.com\/baaderblog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.baader-meinhof.com\/baaderblog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.baader-meinhof.com\/baaderblog\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.baader-meinhof.com\/baaderblog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=26"}],"version-history":[{"count":4,"href":"https:\/\/www.baader-meinhof.com\/baaderblog\/index.php?rest_route=\/wp\/v2\/posts\/26\/revisions"}],"predecessor-version":[{"id":167,"href":"https:\/\/www.baader-meinhof.com\/baaderblog\/index.php?rest_route=\/wp\/v2\/posts\/26\/revisions\/167"}],"wp:attachment":[{"href":"https:\/\/www.baader-meinhof.com\/baaderblog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=26"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.baader-meinhof.com\/baaderblog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=26"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.baader-meinhof.com\/baaderblog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=26"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}