Today, all of the attention is on the customers. The customer is always right, and his satisfaction is the ultimate goal of the customer journey. With that said, how should we act to keep our customers satisfied and happy? As Employee Engagement Consultant, I am going to tell you all about it.
In this article, we are going to cover:
- What is CX?
- How does customer experience result in your business?
- How to manage customer experience?
- Skills of an Employee Engagement Consultant at Jenz
- Responsibilities of an Employee Engagement Consultant at Jenz
- Breakdown
What is CX?
Customer experience, also known as CX, presents customers’ holistic perception of their experience with your business or brand.
Customer experience results from every interaction between the customer and the industry, from navigating the website to talking to customer service and receiving the product/service they bought from you. Everything some company does impacts customers’ perception and their decision to keep coming back or not.
Excellent customer experience is key to success.
How does customer experience result in your business?
Delivering a great customer experience is hugely important for any business. Therefore, the better the customer experience, the more repeat customers and positive reviews the company will receive while simultaneously reducing the friction of customer complaints and returns.
Delivering an excellent CX includes increased customer loyalty, customer satisfaction, better word-of-mouth marketing, positive reviews, and recommendations.
A positive customer experience is crucial to the business’s success because a happy customer will likely become a loyal customer who can help boost revenue.
The best marketing money can buy a customer who will promote the company’s business for the company — one who’s loyal to the company, supports the industry through word-of-mouth marketing, and advocates for the brand and product or service.
How a company thinks about customer experience has probably profoundly impacted how a company looks at business as a whole. This is why creating and obsessing over a great customer experience is essential. (Or, if the current customer experience isn’t up to standard, how to improve it and where to start.)
Today, customers have enormous power, and companies have given them this power. Customers have many options at their fingertips, plus the resources necessary to educate themselves and make purchases on their own. That is why it’s so important to provide a remarkable experience and make them want to continue doing business with the company — customers are your best resource for growing brand awareness.
How to manage customer experience?
People’s expectations are partly set by previous experiences with a company’s offerings. Meaning customers instinctively compare each new experience, positive or otherwise, with their previous ones and judge it accordingly. Expectations can also shape market conditions, competition, and customer situations. Even when the company’s brand establishes expectations, the customer can be set up for disappointment.
Skills of an Employee Engagement Consultant at Jenz
A person working in Jenz customer experience must be an exceptional storyteller and content creator with a keen understanding of evolving and engaging users.
You need to be a creative, energetic, enthusiastic, and ambitious content creator to execute many exciting projects for clients. Some of the most critical skills are passion and willingness to embrace challenges, ability to work independently and collaboratively as part of a team, superb communication and team player skills, motivation to work in a dynamic environment, and ability to follow deadlines and stay organized.
In addition, you need to be good at writing, drafting, and proofreading content, managing various writing styles for clients and internally, bringing creative ideas, executing content strategies, presenting final copy concepts to clients if needed, researching and staying up to date with industry trends, and collaborating with other departments.
Those are all skills of a great CX expert. Those skills made our CX team into employee engagement consultants and employee engagement experts.
Responsibilities of an Employee Engagement Consultant at Jenz
Some of the primary responsibilities of an Employee Engagement Consultant at Jenz include:
- Creating a business strategy based on understanding the needs of clients
- Creating concepts and business offers for potential clients
- Analyzing the experience of clients and proposing improvements
- Preparation of content on internal projects and projects for clients
- Creation of communication and marketing strategy
- Implementation of marketing activities, other jobs in the domain of social networks, PR, and CX
- Assistance in research and monitoring of client needs
- Help in creating business proposals for clients, communication, and maintenance of relations with clients,
- Assistance in marketing and communication activities, assistance in managing social networks, advertising, cost management, and market and competition research.
To truly become an employee engagement expert, you must be analytical, creative, and detail-oriented. In addition, you are a keeper of client happiness; your overall job is to maintain loyal customers and bring more into the fold.
Also, to find the middle ground between developers and clients and not let the feature become a bug, and the bug becomes a feature. Finally, as a Customer Experience team member at Jenz, your job requires creative and operational muscle to excel. Therefore, a healthy balance of art and science is a must.
Breakdown
It is crucial to :
- Supervise and oversee the strategy, planning, and execution of overall stakeholders’ goals
- Liaising with other departments and connecting the gap to ensure all teams contribute equally to providing customers with a seamless experience across touchpoints
- Leading and scaling the team, creating their KPIs and development plans, supporting and encouraging their growth
- Work on product discovery, backlogs, priorities, and roadmap
- Work on business goal definition, including market research, competitive and user research, monetization strategy development, feature lists, and prioritization
- Gain a deep understanding of partners’ and clients’ needs, requirements, and objectives by participating in market research, experimentation, user testing, implementing continuous feedback systems, performing data analysis, and performing QA by ensuring deliverables are error-free.
To learn more about the implementation process of an employee engagement app from our employee engagement experts, read this blog.
