105: Onstage vs Offstage Customer Experience

To create a great customer experience, we need to peel back the layers of the organization and look at what happens far behind customer-facing parts of the journey. How does offstage customer experience affect your customers? Offstage customer experience is vital to your overall strategy Well-trained customer service reps are a lot like onstage actors- as great as they are, the audience will not rave about the show if the seats are uncomfortable or the microphones don’t work! Many companies neglect to connect offstage employees to the actual customer experience. When companies become customer-centric, they often focus on the parts of the journey customers make direct contact with but overlook backstage processes that make a huge difference. Just like in a theater production, your onstage employees can’t deliver a stellar performance if offstage employees don’t understand how their own roles affect the customer experience. Are your front-line employees truly able to deliver the experience you want to provide for your customers? Don’t let a disconnect with wardrobe or lighting spoil your show. Listen in! Related Content 360Connext® post, Tearing Down the Customer Process Road Blocks Customers That Stick® post, Sales, Customer Service or Operations: Which Is Most Important? Episode 094: Joseph Michelli, Becoming Customer-Obsessed Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices