The Importance of Generating a Positive Personal Experience

In this article, we explore the importance of a positive personal experience, how mentoring relationships link in with it and ultimately help with organisational development. Guest-written by Letícia Miranda.

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Whether entering a new mentoring relationship, signing contracts, closing a deal, networking at a professional event or as an organisation providing customer service, if you can create and generate a positive experience, it will help everyone, significantly. Thinking about a customer's experience means paying attention to all points of interaction and identifying the consumer with your product or service. However, this goes far beyond relationship strategies between your business and your consumers.

There are many definitions of what ‘Customer Experience’ is. Essentially, we’ll define it as the impression that a company or organisation leaves on a customer. “Two things remain irretrievable: time and a first impression.” is an accurate and brilliant quote to consider here. However, in this case, we are going to look at ‘experience’ on every level. Not just company to customer, but mentor to mentee, professional to professional and person to person. So, when we say ‘customer’, the scope is pretty broad.

We are living in the era of experience. Nowadays, the experience and the relationship that the customer has with a brand are, arguably, just as important as the service or product that it offers. Think of the profusion of brands that try to impact you all day. Whether on social networks, on TV, on billboards, in street flyers or directly at points of sale. There are countless brands that vie for key seconds of your attention.

Often, the most striking is not the one that offers the best product or the most beautiful one. It is in fact the one that offers an amazing service, an unexpected first contact or a charming after-sales experience. Companies that offer personalised experiences and brands that care about all points of contact and the different stages of the customer's purchase journey are those that have a focus on customer experience.

When we think of touchpoints in an organisation, the essentials are people and products. It is important to understand that touchpoints can be from different areas, such as service, delivery, implementation, etc. And, when it comes down to people, it is important that everyone in an organisation is aligned with the purpose of solving customer problems - more than just selling. Even if the product sold needs to be exchanged, or the consumer has a question, people should take the customer experience seriously - and do everything to make it a positive experience.

Ensuring a good experience not only guarantees customer satisfaction, but also helps to raise your organisation’s Net Promoter Score (the level of loyalty of your consumer with your brand). And, typically, these organisations and businesses are one step ahead of the competition.

Remember that the customer experience appears as one of the pillars of digital transformation. A structural change where companies and institutions use technologies in their processes, aiming to improve and boost their results.

According to data from NewVoice Media, 58% of consumers never use a company's services again after a negative experience, while 69% say they would recommend the company to friends after a positive service experience. As such, it is important to seek strategy for adapting your business with the target audience you want to reach and one of the ways to successfully do this is to be open to mentoring sessions. It is normal for us all to experience doubts and insecurities at various stages within our careers. However, these insecurities can seriously impair our development, both personally and professionally. This is where mentoring comes to support our decisions and act as a driving force for development and growth.

Mentoring is not a leadership process in which someone determines the type of journey you must follow to achieve your goals. On the contrary, the mentor does not impose truths. Based on the experience a mentor obtains when going through a situation similar to yours, they can then present guidelines and questions, which challenge you and inspire you to find different and solutions for your case. A mentor will serve as a support for the mentee to improve their qualities and develop self-knowledge to reach their maximum potential.

There are several benefits provided by mentoring. Among them is:

• The process of identifying the strengths and weaknesses in the formation of the mentee, this help can be important to develop the necessary skills to face new challenges.

• Increase networking. By enjoying a privileged position in the market, the mentor can be the link between great entrepreneurs or people who make a difference for their career.

• Development or improvement of attributes that are fundamental to the formation of an excellent entrepreneur or professional, such as assertiveness, self-esteem, emotional intelligence, motivation, focus and planning.

The objective of mentoring is to maintain a partnership relationship with the mentee so that they can find ways, creates strategies, and develop their full potential.
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