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Customer Experience Design

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.

18

137 reads

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Customers should feel in control

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...

18

47 reads

Customers' spending

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.

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61 reads

Experience before Technology

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

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182 reads

Building Strong Bridges between Customers and Brands

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...

17

93 reads

Customer Journey Maps

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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56 reads

Anticipate the customer's mindset

Anticipate the customer's mindset

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

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80 reads

CX Design around the Customers

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

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69 reads

CURATED FROM

CURATED BY

buzzedison

Business Strategist, Investing in Africa, Tech Evangelist.

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.

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1. It’s not just about UX. It’s also about customer experience

1. It’s not just about UX. It’s also about customer experience

Technical issues are the number one reason why apps get deleted, so make sure you understand customer experience (CX) through all phases of the product life cycle. CX is the sum of the user’s interaction with the app or product, starting at the consideration stage and moving through support, upgr...

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