When you understand that total experience sits at the intersection of user experience (UX), employee experience (EX), customer experience (CX), and multi-experience (MX), it’s easy to understand why. This immersive strategy and approach accounts for a wide variety of viewpoints to engage all stakeholders, employees, and consumers.
When businesses employ a total experience-first strategy, they can achieve satisfaction from nearly everyone involved in their operations.
What Is Total Experience?
Total experience prioritizes the perspectives of consumers, users, and employees. It seeks to make meaningful change and transform the country wise email marketing list entire company by accounting for the experiences of all of these groups of people, recognizing the connections that form an immersive environment.
Interactions, features, and other qualities of the products and services you provide all depend on one another. By uniting these experiences and recognizing that they depend on one another, businesses facilitate stronger engagement.
In its report, Gartner states that “the top two reasons for pursuing digital initiatives are to enhance customer experiences and improve employee productivity. IT leaders can achieve both of these business outcomes simultaneously by applying a total experience strategy.”
Advantages of Adopting a Total Experience Approach
1. You Will Better Meet Consumers’ Needs
During the pandemic, 36% of consumers tried a new brand, according to a McKinsey report, while 73% of those consumers plan to keep using it. Meanwhile, PwC found that nearly a third of consumers will stop using a brand they love after only one poor experience with it.
When you’re working on a product, you’re not just developing that product — you’re shaping an entire image. Total experience blends myriad perspectives and viewpoints to get to the core of what users really want. It focuses not only on specific products, initiatives, and services but synthesizes all these factors to fit them into the bigger picture. With consumer engagement as the end goal, total experience seeks to improve the relationship between brand and customer.
2. You Will Achieve Stronger Employee Satisfaction
A report from Morning Consult a tech bet on new materials and clothes found that 90% of consumers see the treatment of employees as important. That comes to show that brands are about more than consumer engagement. How businesses engage and treat their employees also matters and plays a pivotal role in consumers’ commitment to businesses.
Total experience design accounts for this, encouraging companies to recognize and appreciate their workers, rewarding them for exemplary work. With this mindset at the forefront, employers will develop a stronger culture by respecting employees and ramping up their retention efforts.
Ultimately, more satisfied employees mean a stronger brand, one that will not only lead to better engagement but also forge more meaningful relationships between employees and their employer.
3. You Will Break Down Silos
Walls have no place in a business that review business is trying to achieve engagement and success. A total experience approach means breaking down silos among units and departments within your organization, thus increasing collaboration.
This is a holistic approach that involves all members of the company and makes their role an important one. Each team member understands the bigger picture and how they are contributing. Your business will function more cohesively, leading to stronger involvement and engagement. Operations will also take place more efficiently.
