What Is Total Experience? In the context of experience management, total experience means the sum of customer’s experiences throughout their entire time with your brand, including both the digital and physical interactions they have with your business. As it turns out, this is an important concept to focus on if you want to achieve excellence in customer service and drive satisfaction among your customers. While every business should make customer service a top priority, this concept of total experience is particularly useful in industries where many brands vie for customers’ attention, such as hospitality or retail.
What is total experience?
The total experience is the sum of all of a customer’s interactions with your product, and you as a business. When a customer has a good or bad experience, it resonates with them for some time to come. If they have had a positive experience and were able to accomplish their goal, they will remember how happy they were when they used your product or service. If the experience was negative and the customer didn’t achieve what they wanted, then it will be difficult for that person to want to use your product or service again in the future.
History of Total Experience
The term total experience was coined in the 1990s when marketing guru Philip Kotler and his son, Daniel, wrote a book on the subject. The idea is that companies should strive to create a satisfying experience for both customers and employees. Companies like Marriott have made this their mantra, striving to make employees happy as well as guests happy. It’s not just about what you do or make, but how you make it feel.
What drives it now?
The old adage ‘it’s not what you know, it’s who you know’ is still true. In a world where social media reigns supreme, your connections are more valuable than ever. People want to work with people they like and trust, so it’s never been more important to focus on building relationships.
We all have our strengths, but for most of us there are certain things we just can’t do well or that we don’t enjoy doing at all. As a result, many of us end up spending the majority of our time focused in the areas that we’re strongest in and neglecting other aspects of business growth.
How do you know if you are doing it right?
There are many ways to measure success and sustainability, but in the end your ultimate goal is to have satisfied customers. The more satisfied customers you have, the more likely it is that they will come back and spend their money with you again. One of the best ways to keep those customers coming back for more is to focus on their total experience.
The customer’s total experience can include both their physical experience as well as their emotional experience. Their physical experience could be how easy or difficult it was for them to find what they were looking for in your store or on your website.
Is total experience a luxury or does it matter for everyone?
The answer is that it matters for everyone. Total experience is a new way of looking at the customer journey. It’s not just about your product or service, but how all of your interactions with customers (both on and offline) create an experience. If you’re not focusing on total experience, you’re missing out on the opportunity to engage with customers in the ways they most prefer.
The five senses as your ultimate focus tool
Your senses will take in and interpret your environment as you experience it, delivering you an experience that is uniquely yours.
Most of us are aware of the five senses: sight, sound, taste, touch, and smell. As you go about your day-to-day life and interact with people and things in your environment, the five senses work together to create a wide range of experiences for you to enjoy (or not).
For example, if you’re sitting outside on a sunny summer day enjoying a cool drink with friends while listening to the birds chirping in the background and smelling freshly cut grass nearby, chances are good that this is a pleasant experience for you.
Final Note
Hire UI/UX Design Agency in Bangalore for the best results. What do you get with a top-of-the-line UX and UI design agency? The answer is simple: better, more usable, and higher converting websites. Think about it this way: your website is your storefront, but what good is a store that’s impossible to navigate? And how can you expect people to buy anything when they don’t know where anything is? What will you do if customers are constantly complaining about bugs or features that don’t work as advertised? Asking these questions should give you an idea of how crucial it is to get professional help from the start.
