What is customer experience?
Customer experience refers to the varying stages a customer goes through before, during, and after they make a purchase with your company. It encompasses every interaction a customer has across your company.
Is there a difference between customer service and customer experience?
In terms of customer service, it might be responding to concerns or questions that a customer may have. In contrast, customer experience covers every interaction connecting consumers to your brand. For instance, the layout of your physical stores, the colors used on your website, the navigation of your website, and much more.
A great customer experience requires excellent service—but great service doesn’t guarantee a positive overall experience. For example, a customer may receive outstanding service while shopping but feel frustrated from a lack of support post-purchase.
Though the client had quality service initially, the overall customer experience was negative due to issues after the sale.
From answering questions during the buying process to making customers feel appreciated post-sale, the customer experience strategy must encompass the entire relationship.
While good customer service can exist within any single interaction, the actual customer experience spans the entire customer journey.
What is customer experience management?
Customer experience management is the compilation of the processes and tools an organization uses to manage every interaction between a customer and the company throughout their buying journey.
Why does a company need a customer experience strategy?
To create a customer experience strategy, you must start by understanding your ideal customer. What are their wants and needs? What are their demographics? How do they prefer to shop? When do they shop? Where do they shop? These are just a few questions that should be answered. Then create a clear vision for how your unique customer experience should operate.
Do startup businesses need a CMO?
A chief marketing officer (CMO) is an essential role within any startup business. The right CMO can build out your marketing team, improve your company’s brand awareness, and drive sales.
What Is an Outsourced CMO?
A CMO is responsible for building a company’s marketing strategy. This usually involves managing social media, marketing campaigns, branding, and other online and print media information. An outsourced CMO typically works on a contract basis and serves as a company’s marketing leadership. The outsourced CMO will come in and develop a strategic marketing plan to advance your company’s message, goals, and brand awareness.
Why Hire a CMO for Hire for Your Business?
As your business grows, you’ll need strong marketing leadership for strategic growth. However, but might not be able to afford a full-time CMO.
A chief marketing officer is responsible for the company’s strategic growth plan and for the support of that growth roadmap through the marketing engine. They’re also charged with building that engine with the appropriate resources and tactics, overseeing the execution, and scaling the business for growth.
Outsourcing a CMO position can benefit your business by filling any marketing expertise gaps in your company. An outside CMO or “CMO for hire” will bring a fresh perspective to your business strategy to help you grow, manage your marketing strategy, invigorate your leadership team and encourage innovation at all levels of your business,
Why are training programs and training vital?
Training should be an interpretation of both your organizational vision and business process. However, it can be difficult to reach the true potential of your leadership strategy and process without formalized training programs.
Why does training often fail?
There are a number of reasons that make a training program ineffective. Some of the primary reasons we see training programs fail to perform include:
- Goals are not clear or are unrealistic for the training program
- Goals are not matched to the training delivery approach
- Disconnect in the current business process or process documentation
- Lack of reinforcement or leadership involvement
- Lack of ongoing quality checks, links to key business and team performance indicators (KPIs)
- Trainers that are subject matter experts but perhaps don’t have the teaching or training skills themselves to train others.
Our goal is to work with you to quickly identify your current training gaps and the core cause(s) of poor training program performance.
What are ways to improve training programs?
Regardless of the training approach, these items increase not only the chances of training success but of the real value returned to the business:
- Leadership reinforcement/accountability.
- Evaluation of process support to ensure that process does not contradict or work against the goals. Ideally, your business process is strategically aligned to not only support the goals but grow them over time.
- Accountability in reinforcement and goal attainment of training participants after participation.
What is your process for developing a training program?
Although we always customize the process based on your company’s goals and needs, our general training assessment is used to uncover current gaps in information, training process, and design in the current training program(s).
We view the assessment as a blueprint or roadmap for all components of the new program and the steps to proper and complete implementation.
When designing and developing training content, we concentrate on leveraging three significant components:
Mindset – This is the first step in our approach and is necessary for not only sustainable performance change but for developing and improving performance skills.
Application– We apply the new mindset toward developing and improving performance skills.
Implementation– We teach how to implement newly developed skills and effective collaboration.
Do you handle team-building sessions?
Yes. We do that based on your goals, budget, and the number of locations with participants. We even design remote team-building sessions that are facilitated remotely with virtual teams.