Digital Asset Management Development Boosts Customer & Employee Experiences
The relationship between customer and employee is mainly based on word-of-mouth communication. The understanding between customers and employees can be dependent on how a customer values employee competence. Employee experience is about understanding the work culture, and values of the organization and aligning with the mission and purpose of the organization. Knowing that, companies prefer Digital Asset Management development for delivering better customer and employee experience.
The employees shouldn’t have a passive check-the-box mentality but should show a positive approach to every activity. It helps in generating interest in the minds of customers and it helps in building a strong relationship between the employees and customers, which is very fruitful for business across industries.
Customer Experience & Employee Experience: The New Normal for Modern Industries
In the past couple of years, businesses across industries have suffered a lot due to the pandemic and are forced to undergo digital transformation. Consumers all over the world are forced to witness the myriad of experimental ways taken by businesses across industries.
Here are the few things consumers are forced to witness in the myriad ways of business.
- Clothing brands launched virtual try-on services for their consumers.
- Doctors became accessible in virtual mode through telehealth appointments.
- Governments worldwide launched apps for creating a connection between their citizens.
Now, in the post-pandemic business landscape, the employees and consumers are considered digital interactions. The experts have predicted the effect set off by the pandemic will stick around for years among businesses across the industries.
The pandemic has forced businesses to invest in emerging technologies for market sustainability and growth. And it urged businesses to undergo the digital transformation of customer and employee experiences.
Business decision-makers and executives are now starting to realize that siloed strategies won’t work here after. A proportionate employee experience (EX) metric should be implemented first for receiving engaging customer experience (CX), by doing so they can able to achieve ‘total experience’.
A Brief About Employee Experience & Its Importance
Employee experience is based on the customers and the course of their actions while doing the business. Most organizations look for investments in the customer experience. And also do business and gain the profit best on customer experience. But organizations have recognized the need for investments in the employee experience.
1. Business management skills
The ways of business management are changing, as a society and the economy are also changing. Employee experience has become an important aspect of business today. Every organization faces a critical moment when the capability of the organization to navigate gets disrupted, business transformation starts taking place, and even economic uncertainty prevails.
But employees of the organization with the help of their understanding and experience manage every crisis well. According to a recent study by Deloitte, 9% percent of business managers trust employees for better business management and problem-solving skills.
2. Influence of employees on customers
There has been a shift in the rules of employees in recent years. The employee experience has enhanced customer relationships, business engagements, and business performance. It is observed that the employees while dealing with customers efficiently, can generate 25% higher profit in the business.
The employee’s experience can bring significant changes by overcoming critical situations. The organizations have understood the importance of employee influence on the customers and also on the business prospects.
The employee experience can affect various business areas which are discussed below.
Employee engagement built stronger interactions between the employees. Employee engagement is directly related to the turnover of the organization.
Candidates who look for job opportunities always want to know more about the organization and employee experience.
According to the research organizations having a 10% retention rate will always have a problem in getting suitable candidates for the job.
250 global organizations were analyzed to find that nearly 40% of the organizations get higher profit only due to strong employee experience.
A Brief about Customer Experience & Its Importance
To run the business successfully in the business, managers have to focus mainly on customer experience. Customers can be considered a major aspect of the business without a home the business cannot be done.
Business cannot be done using the concept of word of mouth alone. The latest techniques of digital marketing and social media networks have changed the concepts of the business completely. These powerful marketing tools can attract more customers and can help in expanding the customer network.
The study conducted by Nielsen, which involves 56 countries, has concluded that 92% of customers that organizations get are dependent on recommendations from family members or friends. Social media marketing platforms are also effective in getting customer responses.
The customers get involved in the business they know very well and help others to get engaged in the business. The organizations offer value-added proposals to the existing customers I just buy contacting on social media or by sending emails.
Customer experience helps in selling new products to already existing customers. It will help to increase the conversion rate of the customers and help in having strong relationships.
The traditional marketing technique allows the company to offer new products to existing consumers. The customer-centric approach offers appropriate checkpoints that can help in marketing the products.
Crisis management technique
Organizations having strong customer experience will always trust the customers for a better business understanding. A strong customer base always helps an organization to have a brand reputation.
Customer loyalty and retention
Customer experience built a stronger relationship with the business managers and employees. It certainly helps in rewarding long-term loyalty and it also improves customer retention. Customers are always ready to pay extra for the special services offered.
Having a better customer experience will boost business sales and lay a strong foundation for business growth/expansion.
The link between Employee & Customer Experience
The working style and system of organizations have changed tremendously today. There are new ways of working that were invented and have offered technological advancements either for maintaining or improving the work culture during difficult times. Employee creativity has helped in improving the employee experience and has contributed positively to having a better customer experience.
According to a survey by IDC, 85% of the respondents have agreed to have a better employee experience that has helped to enhance customer satisfaction and to have improved customer experience. Nearly 58% of respondents have found that customer satisfaction is the main factor in higher employee productivity.
An IDC survey also indicates nearly 30% of respondents identified customer experience as the most useful factor in the process of work transformation and it offers major initiative in the business activities of the organization.
Several factors are having a major impact on employee experience and these factors are:
- Effective communication, transparent processes, and trustworthy employees
- The collaborative work environment enables frictionless work having a digital experience.
- The work culture in the organization shows belongingness and inclusiveness.
- Management offers space for employees to express their views.
- Management also recognizes and evaluates employee performance.
The organization offers immense work opportunities to employees for career development. It always involves every member of the organization to have social responsibility.
Employee experience and employee engagement have become major parts of the robust methodology. And these are adjusted daily while managing the customer experience programs which have become a part of business management.
The important factors that can help the business to grow by extending the customer network can be defined as the health, happiness, and satisfaction of the employees. It is also dependent on the inclusive index and the digital investments along with employee behavior.
It is observed that excellent employee experience can always offer opportunities to enhance higher working skills and retention. It has become a part of the organizations to get adjusted according to the newly invented hybrid work culture. It has certainly overcome the limitations of geographic areas while offering competition in the work area.
Employee experience is directly related to customer experience and it can be seen in the working of the organization. Employee experience plays a major role in the working of an organization and all different levels. When the links between employee experience and customer experience remain stronger, it makes the business successful.
Strategies to Follow for Improving Employees Experience (EX)
Employee experience remains highly significant when the organization improves rapidly and runs successfully.
Here are the lists of strategies to be followed for improving employee experience.
Excellent communication required
It is one of the major requirements to have an excellent employee experience that can enhance the employee experience to a higher level. To communicate with the stakeholders and also with the media, the employees should have effective communication skills. To improve communication, the employees can make use of various communication tools.
Read and respond to feedback
Reading the feedback given by the customers and adjusting according to the requirements will help in improving performance and offering satisfaction to the customers. There are several survey tools available that can be utilized to get feedback from the parties concerned. Feedback helps to understand the changing requirements and it also helps to have a better understanding.
Managing the employees
To enhance the employee experience, the organization should focus on the employees. Understand the employee life cycle. Having interactions with the employees always help in creating a positive atmosphere in the organization.
Employees should be given equal opportunities for developing their skills and allowing them to grow. Make sure that the employee hiring process remains fair.
Diversity and inclusion
According to a study conducted by Russell & Reynolds Association, improved human behavior helps to enhance the workforce. The well-established D&I strategies ensure higher development in the organization. Employees feel confident when you support and promote diversity in the organization.
Offering meaningful work
The employees should be given the freedom to work as they wish and to give their best performance to the organization. Never overreact when they make mistakes. Always welcome new ideas and encourage the employees to improve their performance. Create independent teams while assigning tasks.
Create a management supportive atmosphere
Always offer clear and easy-going methods while setting the targets. Game flights should also give required training when required. Feedback should be given to the employees to evaluate their performance and behavior. It also helps in having an excellent employee experience.
Offer a positive work environment
A positive work environment always brings lots of positivity to the employees. It also encourages employees to have higher flexibility, diversity, and inclusivity. It certainly maintains a motivating atmosphere and allows strong relations between the employees and the management.
The employees find it beneficial to work in a positive environment while using the latest techniques and tools. It certainly brings the best out of employees.
Growth and higher opportunities
It was found that 43% of employees feel happy about the employees for offering better opportunities and growth in the organization. It also helps in achieving higher productivity while facing challenges during work. The organization also helps the employees to grow in terms of income, area of work, designations, and advanced training.
Believe in the leadership
The employees should be trained in understanding the vision and mission of the organization and should completely trust the managers and the leaders of the organization. The top managers of the organization remain transparent, motivating, and impartial when dealing with employees. Managers should trust employees, offer rewards and recognition to the employees and also involve employees in making decisions.
Useful tools should be preferred
The organization offers a variety of tools that can be used to improve employee performance and employee experience. Make use of advanced technology and the most useful tools in terms of software and apps.
The tools not only make work- procedures simple but also offer excellent work experience to the employees as well as to the customers. There are a variety of tools available. Every tool is designed as per the business requirement and can be customized as per the business needs and understanding.
Just like the employee experience (EX), improving Customer Experience (CX) will have a major impact on the bottom line of your business. Investing in improving Customer Experience (CX) sets the customer relationship to a higher level and improves your business sales. Issues and problems relating to customer satisfaction will be reduced dramatically.
Also pushes the reputation of the organization higher and attracts more target audiences towards business.
Strategies to Follow for Boosting Customer Experience (CX)
Here are the lists of strategies to be followed for improving Customer Experience (CX).
Value Your Employee Ideas
In any business, employees would always be at the front for interacting with customers. They have a better opportunity to understand what exactly a customer looks for and what to provide them with to match the needs of customers. So, get ad hoc feedback from your employees and implement valuable insight to achieve a better customer experience.
Use Advanced Tech to Create Breakthrough
The emerging tech-like AI-based chat box is specifically designed to understand the customer’s needs and provide information on what they look for. Such advanced tech will reduce the customer’s time and provides better satisfaction in getting the right details fast.
Step Ahead with Omnichannel Mindset
Modern consumers prefer more options to engage with brands or businesses. They prefer a multi-device digital journey to reach their favorite brands or businesses. So, businesses should be ready to embrace the changes due to the omnichannel strategy. It gives plenty of customer touchpoints to reach a brand/business easily.
Personalized interactions have now become the number one priority for the consumers of businesses across industries. So, business needs to be more precious in understanding consumers through surveys and predicting their shopping behavior. With that, they can easily predict when to and when not to approach consumers with dynamic content.
Adopt The Top-Down Business Model
To run a successful customer-centric organization, you should start working from the top. Business stakeholders should give importance to the consumer model and start working on customer–centricity, this will encourage employees to do the same.
This kind of approach will surely develop a customer-first culture within an organization. Both employee experience (EX) and customer experience (CX) enhance the business growth & sales significantly. By following the above-listed factors, businesses can definitely enhance their overall experience and leverage its full benefits in various areas.
How Customer & Employee Experience Evolve Through Digital Asset Management Development?
Digital Asset Management (DAM) is a useful tool in the field of marketing and media. Digital Asset Management has become significant during the crucial period when digital content is growing rapidly in most industries. Most organizations have started using the top digital assets in various areas of work in the organization.
Visit An Ultimate Guide to Digital Asset Management (DAM) to explore every aspect and ability of the Digital Asset Management platform that optimizes your organization’s performance and paves the path to consistent growth.
Digital Asset Management development tools are appropriately used in the fields of customer engagement, optimization processes, and while offering quality assurance to various products.
With the help of Digital Asset Management solutions, the employees make use of images, videos, and audio, easily without any difficulty or delay. It does not disturb the workflow while using these assets. It helps to integrate key areas of the business.
The most common marketing fields are that can handle digital content and can easily handle large quantities of data by managing the challenge. It is required to understand the customer’s expectations and it is required to create interactive content that can be easily accessible on a variety of channels.
It is also required to follow the rules, regulations, and government policies. It is required to keep track of rights and permission which can have a huge influence on the outcome of the process.
Business leaders always find such propositions highly daunting. It is required to have basic management features and data required for digital media. Productivity can be affected due to fragmented storage and low accessibility.
It frustrates employees due to the slow content distribution and the increasing inconsistency in the overall work. It also makes the customers unhappy and dissatisfied.
But the integration of Digital Asset Management into the business processes can bring change to the business environment. Digital assets will have maximum value and complete visibility. Digital Asset Management allows the entire process to work smoothly. Read How Digital Asset Management System Ensures the Success for Your Brand to understand the significance of the Digital Asset Management platform in the success of your brand.
Digital assets can be linked with the products and to the customers with the help of customized applications. It offers useful opportunities to the employees to create, identify and distribute the content which can be re-used also.
The entire digital content can be integrated using a hub. The entire system is based on web content management, content delivery networks, product information management along with graphic design tools.
The use of the Digital Asset Management solution is available at a feasible cost and it can work effectively by minimizing the searches which are costly and time-consuming. If you are excited to explore the advanced capabilities of Digital Asset Management, don’t miss reading Digital Asset Management In – All You Need To Know.
Digital Asset Management development also offers limited access to filters and other security features. The employees, managers, and customers can make use of certain assets available in Digital Asset Management directly without any manual request.
- Digital Asset Management 3.0 is available though it is still under development and it can be capable of
- Identify the assets by testing performance metrics and usages.
- Manage potential assets which include 3D models, security systems, and drone apps.
- Store the components in terms of website sections and other elements.
- Integrate social media platforms along with WCM, CCM, and CRM services.
DAM has also offered advanced and powerful solutions that can help in managing areas such as sales, production, security operations & maintenance. Digital Asset Management development works effectively and manages the assets perfectly well.
To implement reliable digital asset management, you should select the platform that suits your tailored business needs. Visit 11 Best Digital Asset Management that You Shouldn’t Miss to Use that introduces top Digital Asset Management platforms to you. You can compare them and choose the right one for your business.
According to recent research, it is clear that the organizations that perform well in the market are mainly based on the metrics of employee experience. It is clearly understood that employee improvement and employee satisfaction indefinitely help in stronger customer relations and customer satisfaction.
Employees working in any industry can be considered valuable resources. The employee experience resonates with the factors involved in the business and the working of the organization.