Total Experience Vs Customer Experience: Why it matters in 2021

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Think about the last time you had a great experience as a customer — remember the ways that experience left you feeling.

Now do the same for the last time you had a poor experience as a customer.

This time think about the last time you had a great experience as an employee — remember the ways that experience left you feeling.

Now do the same for the last time you had a poor experience as an employee. 

A positive customer experience is crucial to the success of your business because a happy customer is one who could become a loyal customer and improve your bottom line. However, equally as necessary, is the positive experiences your employee has within your business. 

Let’s dive in, to the differences between total experience and customer experience and why this matters in 2021. 

What is Customer Experience? 

Customer experience is the impression your customers have of your company as a whole throughout all aspects of their journey with you. It results in their view of your business and impacts factors related to your bottom line. The two main touchpoints that create the customer experience are product and people.

Do you love the performance of the product? 

Do you find the customer support representative helpful? 

Are you easily contactable?

These are only a couple of general examples of what factors are at play when creating a seamless customer experience. A positive customer experience promotes loyalty, helps you retain customers, and encourages brand advocacy.

What is Total Experience? 

Total experience combines multiexperience, customer experience, employee experience and user experience to transform the business outcome. It is used to describe the relationship a customer has with a business. It is made up of all interactions the customer has had with a business, from the time the customer first made contact with the company up to the present day.

Total Experience Vs Customer Experience

While customer experience and total experience share similarities in achieving success for clients, total experience will need to be a priority for the future. Businesses can no longer operate in silos. 

Temkin Group found that employee engagement is one of four customer experience core competencies – in other words, if your employees aren’t engaged at work and in your business, the customer experience will suffer.

Customers demand access to a business in more ways than one, and employees require an experience that engages them in the business. Gone are the days that employees are sidelined. 

Why is Total Experience important in 2021?

In Gartner’s 2021 Technology Trend report they predict that over the next three years, businesses that prioritize a total experience strategy will outperform their competitors in the critical satisfaction metrics. Total experience extends beyond perfecting the customer experience. It takes into account the employee and user experience and how this impacts the journeys your business offers. 

With decades of experience and knowledge of the relationship between the employee and customer experience, Smartz Solutions maps these journeys to give businesses the power of managing total experience. Addressing this in 2021 will be a business differentiator, and with Smartz Solutions, you can achieve this.


About Smartz Solutions 

Smartz Solutions specializes in managing customer and employee experiences through our enabling technology. Our success is based on technological foresight and strong business knowledge, enabling us to develop integrated solutions that meet your business needs. 

Our power lies in turning insights into strategies and giving you the ability to make effective business decisions. Based on a wealth of knowledge covering multiple industries, we have developed a suite of products that include the entire customer engagement journey offering best-in-class, world-class applications in a single end-to-end CX and EX platform.


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