![]() ![]() This provides granularity on how your customers interact with your products and services. To understand and improve the total experience, you need to be able to map B2B customer journeys. All experience categories are important because, holistically, they define a customer’s experience with your organization. It considers a customer’s experience across the entire ecosystem of touchpoints and interactions they’ll encounter with your B2B brand. Total experience is important for overall B2B CX because it directly affects customer satisfaction, loyalty, and the likelihood that a customer will stick around. Total experience incorporates four key experience categories including customer experience (CX), employee experience (EX), user experience (UX), and multiexperience (MX). The way you interact with customers throughout the customer life cycle - from discovery through loyalty - contributes to their total experience with your company. For example they will need blog articles, documentation, product details, how to videos, case studies etc. You need to map the various types of content to each of these stages. ![]() This requires you to obtain customer feedback, analyze customer behavior, and follow-up with existing customers so you can provide exceptional customer service with an emphasis on total experience. Now you’ll need to provide support and service that retains your customer, keeps them devoted to your business, and, perhaps even more important, turns them into advocates that attract new customers.
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