What are the areas of your organization and the experience that you’re rendering to your customers?
Do you want to improve and make better and create differentiation in the market?
What do we want to be known for in the future, and how does customer experience come into play?
Customer experience and employee experience are now two of the driving forces of business. Independently, each function leads to valuable relationships — with customers and employees — but when CX and EX manage together, they create a unique, sustainable competitive advantage. With our FEELGOODX coaching and consulting, we will help you to integrate the two disciplines and facilitate your corporation to lead the combined effort across the entire organization.
CX has become the new marketing. It influences brand perceptions and impacts business performance just as strong as traditional marketing, such as media advertising and price promotions once did. Good customer experience makes a person five times more likely to recommend a company and more likely to purchase in the future.
But the customer is only one half of the experience equation. The employee experience is similarly essential, and it can often go overlooked. EX — the sum of all interactions an employee has with an organization, from recruiting to an exit interview – also significantly impacts business performance. EX involves far more than human resources functions, including facilities, internal communications, IT, and even corporate social responsibility.
It illustrates the vital link between customers and employees and the need for companies to attend to experience holistically. Companies that emphasize EX over CX could end up with well-meaning employees who have no idea how to serve customers — or employees who are happy and satisfied but don’t produce the right results. And companies that focus on CX without attending to EX could struggle with labor costs due to high employee turnover and a lack of creative thinking.
We offer the services to lead the company to become more customer- and employee-centered is by covering these areas:
- Increasing the understanding of customers among all employees
- Expanding the knowledge of employees among company leaders
- Driving deliberate, disciplined design and delivery of experiences to customers and employees
- Creating connections between CX and EX, and advocating for the integration they require, whether technical or otherwise
- Championing customers’ and employees’ perspectives in the company’s strategic decision-making
- Measuring the impact of CX on employees, the impact of EX on customers, and the impact of both on the company’s KPIs
How we will help you into this journey by being:
We coach you to spark energy, excitement, and action among people throughout the company – so that operations reorganize itself around experience staging on top of (or even rather than) the small manufacturing of goods or delivering of services.
We are working towards aligning the various elements of operations to fit into a cohesive whole through a customer-pleasing theme.
Together with your team, we look for the needs, wants, and desires of customers and make sure that the company’s offerings create value on behalf of each guest.
We will work with you with the need to take the raw material of company capabilities and work with the organization to shape them into experience offerings.
We assist you to propel your corporation in transforming yourselves into becoming premier experience stagers with the ongoing ability to regenerate new and wondrous economic offerings – which include the goods and services atop with ultimate experiences.
And when that happens, it is a sign that we have achieved its purpose of experience staging into the very fiber of the enterprise.
By integrating and aligning CX and EX, a company centralizes the value in its people-centered functions— people outside the company (customers) and people inside (employees).
As technology has empowered the customer, it has enabled corporations to deliver beyond profits, provide real values to customers, and ultimately elevate all of humanity in the process.
Focusing on experience means that someone is focusing on empathy.