Customer and Employee Experience Response-myassignmenthelp.com

Question: Differences between Customer and Employee Experience? Answer: Introduction The customer experience refers to the response which a customer develops either internally or externally towards the product and the services received in a given organization by either the customer service or selling staff. The physical interaction, for the most part, occurs during the time of procuring the product, utilization, and the benefit accruing(Chang Lin, 2015). Aberrant contact in most cases involves the rapid experiences which depicts the companys products, quality of management, and the branding. The employees work towards fulfilling the promises made to their customers. There quite distinct differences that emerge out of the duos. The customer experience as it got stated above involves the internal and the external response of the customer towards the products or the services offered by an organization. The customer experience may be the perception that the product produced by a specific firm is of high quality and standard or may perceive the product offered is of low quality and overpriced. Dependent on the perception, the customer is the essential tool for a firm to use in the benchmarking the services and products it offers(srivastava Kaul, 2014). Based on the survey conducted by the business on the customer response, the company would work towards improving on the areas of weakness and improve on the products and services that the customer gave a positive response. On the other hand, employee experience includes the perception that the staff of an organization towards what has just happened or about to happen. In the business field, such a per ception may get to be on how a certain product gets developed successfully and how the customer positively recommended on its quality(Farndale Kelliher, 2013). Furthermore, the employee experience would give a view on how the customer got handled in the process of purchasing the companys products. For any staff working for a firm needs to consider the customers as the priority employers and deliver the very best. In some cases, the experience for both the customer and the employee may get to be positive or negative under varying conditions. For example, there would be circumstances for the customer to perceive the reception and the quality of customer of a given as warm since she/he received the necessary attention and the problems solved passionately. The negative side of the customer experiences emerges that time he/she gets inadequate attention and arrogantly answered by the firms staff meant to serve him or her(Walker, et al., 2014). On the other hand, the employee may turn to be positive in situations where he/she receives appreciation for the good work done even without the monetary award but just appraisals. When a junior employee gets appraisals from the company management, he gets motivated and works towards achieving more for the firm. However, in those circumstances that the employee develops negative experience might be out of lack of recognition of his/her efforts in the progress of the company. Finally, the customer experience may make the firm to grow and progress through talking positively about the products and the services offered by the firm. Through such customer satisfaction acts up to the extent of marketing the company amongst their friends would attract more customers(Dabholkar, 2015). Thus, the firm would expand. Meanwhile, the employee experience gets to determine whether the enterprise succeeds or fails through the staff efforts. Employee and Customer Experience Interaction with the Organization Capabilities and Processes The capabilities include all the collective abilities, the skills and the expertise within an organization. Usually, the capabilities are as a result of the productive investments in the staffing, the training, the compensation, the communication and the other artificial resources. The firm processes include the production, marketing, refining, and others(Camison Villar-Lopez, 2014). The employee and customer experiences interact with the mentioned capabilities for example through the effective communication skills between an employee and his/her supervisor, between the customer care and the customer, builds a positive image and creates a positive experience for the duos. Further, the firms expertise, abilities, and the skills would bridge the gap between the experience of the employee and the customer in the process of working for the enterprise or buying its products. Conclusion It is evident that for the company to grow and progress the experience of both employee and customer should always be positive. With the positive perception of the customer about the products and services provided by a given firm helps to brand the reputation of the organization and the customer moves around informing the friends and family members about the company. Such an act brands the company positively. Finally, a motivated employee would work towards achieving more for the firm he/she works for, hence, promoting the growth of the business. References Camisn, C. and Villar-Lpez, A., 2014. Organizational innovation as an enabler of technological innovation capabilities and firm performance.Journal of Business Research,67(1), pp.2891-2902. Chang, S.H. and Lin, R., 2015. Building a total customer experience model: Applications for the travel experiences in Taiwans creative life industry.Journal of Travel Tourism Marketing,32(4), pp.438-453. Dabholkar, P.A., 2015. How to improve perceived service quality by increasing customer participation. InProceedings of the 1990 Academy of Marketing Science (AMS) Annual Conference(pp. 483-487). Springer International Publishing. Farndale, E. and Kelliher, C., 2013. Implementing performance appraisal: Exploring the employee experience.Human Resource Management,52(6), pp.879-897. Srivastava, M. and Kaul, D., 2014. Social interaction, convenience and customer satisfaction: The mediating effect of customer experience.Journal of Retailing and Consumer Services,21(6), pp.1028-1037. Walker, D.D., van Jaarsveld, D.D. and Skarlicki, D.P., 2014. Exploring the effects of individual customer incivility encounters on employee incivility: The moderating roles of entity (in) civility and negative affectivity.Journal of Applied Psychology,99(1), p.151.