What is Customer Experience Design? - Deepstash

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Had a conversation with a Food Brand last week with a clear challenge in customer service experience. They get complaints from customers every week. After so much probing I found out they have no customer experience design and customer journey map since their formation in 2014. Sharing this article was influenced by that conversation.


What is Customer Experience Design?

What is Customer Experience Design?



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Customer Experience Design

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.

Experience before Technology

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...

Anticipate the customer's mindset

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

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

Customer journey maps are rese...

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