The process design teams follow to optimize customer experiences at all touchpoints before, during and after conversion. They leverage customer-centred strategies to delight customers at each step of the conversion journey and nurture strong customer-brand relationships.

“You’ve got to start with the customer experience and work back toward the technology, not the other way around.”

— Steve Jobs, Co-founder of Apple & user experience guru

Organizations must focus on areas such as advertising campaigns, customer service and consistency and adopt a customer-centric viewpoint. A brand may have a superior product but still, fail if it doesn’t reach users at their vari...

Customers develop their perceptions of products and services across many touchpoints and channels. Think of a brand y...

You must acknowledge that customers are informed individuals. In several clicks, they’ll do extensive research.

What customers spend depends on their impression and experience of a brand.

They can leave and seek a competitor at any touchpoint, and leave bad feedback.

This is the all-important sense of agency where customers feel they’re part of a conversation with a brand—i.e., that the brand speaks to them, cares about what they care about and has tailored solutions just for them. Here, you should understand a major pitfall to avoid: Regardless of the transa...

Customer journey maps can help you examine customer touchpoints, understand a brand’s CX and expose gaps

Customer journey maps are rese...