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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.
INTERACTIONDESIGN
interaction-design.org
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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...
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