How do we define customer experience?
A totality of the interactions that a user has with an organization over time.
Varying Scopes and Why They Matter
If you consider the relationship between a person and a company across that person’s lifetime, you can define that user’s experience at three different levels:
The single-interaction level, which reflects the experience the person has using a single device in order to perform a specific task
The journey level, which captures the person’s experience as she works to accomplish a goal (possibly using multiple interaction channels or devices in order to do so)
The relationship level, referring to all the interactions between the person and the company, throughout the life of the customer relationship
Who is the new reality customer?
A customer-centric and value-driven customer that wants answers and instant solutions at the tap of a button or as they swipe left and right on the screens of their smartphones or digital devices
How is the new reality experience? (What kind of new experiences do customers demand from organizations)
The new reality is forcing companies to reexamine the way they do business. The bottom line, however, is the same: business leaders and senior executives need to understand their changing environment, challenge the assumptions of their operating teams, and relentlessly and continuously innovate.
Organizations will need to invest in new digital methods of communication and payments. Prioritizing digital security will be key according to KPMG’s Global Customer Experience Excellence report, 2020
The Fourth Industrial Revolution isn’t just about new products and corporate efficiencies; it’s about making people’s everyday lives better. And that can start with the experience your company gives them
What role has technology played in providing the new reality experience to customers?
The technology in the 4ir — whether artificial intelligence (AI), the internet of things (IoT), or blockchain are playing a key role in providing a new reality experience to customers especially when it comes to personalized experiences
Machine learning, data analytics, and artificial intelligence are making it possible to create those personalized experiences that customers desire. People crave personalized experiences, with people and animals, as well as with software and content. We want to have that little light lit in us. The one that makes us feel connected, relevant, heard as we count.
Personalization answers all of these basic human needs because it enables every customer to feel like they have their own 24/7 personal assistant who can be trusted to help them make the best possible decisions. Once customers have experienced this type of personalized assistance from a brand, they won’t settle for anything less
Does it pay for an organization to invest in Customer Experience Excellence? If yes, why?
A Consistent and personalized customer experience excellence will transform your products/services from nice-to-haves (Vitamins)to must-haves (Painkiller) as Nir Eyal puts it in his book, Hooked.
When customers make a habit of using your product, they’re more likely to use it more frequently and integrate it into their daily routine and tell their friends about it — which is great for business growth and gaining market share
Organizations need to create a constant and Better Employee Experience
In a way, a company’s employees are its first consumers. If they’re not excited about the company’s products, they’re probably not going to get customers excited about them either. That’s why a better employee experience (EX) will unlock a better customer experience (CX).
Emotional intelligence, or EQ, speaks to the emotive part of the buyer-seller relationship; it’s about compassion, empathy, and kindness.
Adaptability, social and organizational awareness, as well as relationship management, are social skills machines (or artificial intelligence) cannot exhibit better than humans, if they can at all.
The ability to feel the pain of the underserviced customer, to nurture a mutually beneficial buyer-seller relationship, and to manage perceived or real conflicts between the customer and the organization in a flexible and conscientious, yet, well-crafted manner of communication is an essential driver for customer satisfaction and retention.
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What People Say About Us
The people at empower are so lively and warm and make their clients feel important.
FMCG, Retail & WholesaleTanzania
Keep up the great job and see what can be done on the one improvement area. So proud to be working with such a powerful brand. KEEP IT HAPPENING EMPOWER!!! You energize us as well.
FMCG, Retail & WholesaleTanzania
We have enjoyed one to one based service with Miranda and Ella. Hope this personal touch will be carried forward as Empower grows and train their own staff in the same direction.
I love the enthusiasm in the team, its like a disease, when one walks into your office they catch it. keep that spirit. Very alive and vibrant. A good environment to be in.
I like the level of creativity in the organization. I also like the contribution to the community through GenEm. You do not copy and paste you are original. I also see you as an institution that is growing its resources. I also like the idea of Empower being a family business that started small and now growing to employ other people.
I'm impressed with the same style of customer care we receive from whoever we speak to at Empower. You have a unified perception of the brand from a customer perspective which is a good thing.
Business Services / ConsultancyTanzania
You have vibrant, colourful energy. The physical survey is a great initiative, cause you get to ask and clarify questions also engage with the person.
You have become a household name for recruitment, you are creative and won your space, everybody at Empower is down to earth
Kudos to the team & management in general. Whenever a team member is given a task, the follow-through is exceptional