To create brand trust, organizations must deliver consistent and constantly improving experiences for every customer, every day. A successful customer experience is much more than a pleasant greeting or a warm smile. Although those elements are important, the focus on delivering a superior customer experience is something that permeates through an entire organization and adds value to every aspect of the customer interaction.
The rise of mobile and cloud-based technologies has led to the creation of exceptional tools that organizations can use to enhance the customer experience.
Breaking Out of the Office
“The mobile migration has redefined the essence and execution of traditional business processes, design and content,” says Yvonne Heyne, Nextx CEO. “Nextx has strategically innovated next generation training tools, operations execution and 1:1 customer connection solutions to provide a complete ecosystem for becoming a truly integrated customer-focused company. The solution elevates customer transactions to engaged customer interactions and on-going relationships.” Such capability has the potential to deliver excellent results for companies where customer service reigns supreme.
E-learning mobile solutions are designed to bring management and training out of the office and into the real world, where an exceptional customer experience is critical for success. Building a mobile, modular platform that includes integrated multi-sensory learning brings experience to life. Taking the important step of creating imprints into the psychology and physiology of the trainee is capability that sets Nextx apart. When interactive tools like Salesforce.com’s Chatter are added to the mix, the platform creates a community of peer-to-peer coaching where best practices are shared to further support creating a customer-focused company.
Teams using these tools are experiencing hands-on growth, discipline and problem solving that delivers higher levels of execution in the areas that drive incremental customer retention. In such an environment, managers and multi-unit managers alike are interacting with their teams and customers rather than sitting in front of a PC or a laptop. This has the potential to deliver a dramatic and measurable accountability shift for everyone involved. Increased visibility and accountability has been proven to drive long-term substantial behavioral change that translates into a more consistent and exceptional customer experience.
The challenge that managers and supervisors face today is not just creating a pattern of behavior that drives consistent performance but also supports the concept of creating long-term sustainable behavior change. Technology used in this way enables long awaited strides forward in the world of Customer Experience.
Interactive Multimedia Tips
“Video is a powerful tool, and in today’s global marketplace video is essential to successfully tell a consistent story,” says Jim Cossetta, co- founder and CEO of 4What. “Many companies struggle with a lack of understanding regarding how to best utilize video. The ability to creatively humanize content through video walkouts that interact with content in a virtual environment, takes the concept of multi-media to a different level.”
The challenge that such solutions face is the scale required to create customizable production engagements. A series of “best practice” product lines around end-user product training, product knowledge, content creation and Web video communication is essential to success. A unique approach that 4What took to address this was to develop a Web university and by doing that they have put a set of powerful product suites into the hands of the market for evaluation and customization. You can take a look at the suite at www.EndUserUniversity.com.
— NextX provides consulting services to the insurance industry, saving clients time and money while increasing the value of their system and reducing processing costs. For more info, visit www.nextonline.com