Customer Experience (CX) is everything that remains in customers' minds each time they encounter a brand. This may include reading website news, viewing Facebook advertisements, shopping, and even payments and outstanding balances.
In reality, without customers, a business cannot exist. Customer experience is therefore a top priority for businesses today.
So, How Can You Give Customers Wonderful Experiences?
We can make customers feel “happier” by giving gifts, offering discounts, and so on. But that is not necessarily everything. With years of experience building businesses, we know one wonderful formula:
CX = EX
EX—Employee Experience means the employee's experience. This formula means that when a business makes employees “happy,” those employees automatically make customers “happy” at every brand touchpoint. Employees neglected by their business will likewise pay little attention to customers. When they are valued, they will naturally dedicate themselves to the business's “kings”—its customers.
On 28/8/2022, Y U P Education held the “Happy Manager” program for a leading obstetrics, gynecology and infertility hospital in Ho Chi Minh City. Guided by the view that ‘patients are more than just patients,’ the hospital wants everyone who comes for care to have an excellent experience. Therefore, from the very first step, hospital staff at every level need to become happy people themselves.
Some experiences (games) in the program have been modified so all students can participate 100% despite substantial age differences. The program is designed to achieve 2 goals:
- Every staff member knows how to become happy on their own
- Happy Employees Together Create a Happy Hospital
The lessons on Happiness were explained in a very scientific way. The experiences were also wonderful, so the participants were all eager to join in. Many other hospital staff were surprised to see older doctors and nurses participating so enthusiastically.
The program also includes a special segment helping people reflect, understand, and acknowledge one another. Importantly, anyone can stand up and share their honest thoughts about the work environment and colleagues.
The hospital's leadership rated this program very highly. The hospital will therefore arrange another course soon for staff who have not yet had the chance to attend.
If you want to see transformation from within each employee in your business, call 0903 84 80 83 for more advice about the “Happy Business” course.
