Learn more about business with this collection
How to create a diversified portfolio
How to analyze stocks and bonds
Understanding the basics of investing
Customers develop their perceptions of products and services across many touchpoints and channels. Think of a brand you’ve engaged with. How many ways can you encounter it? How did you discover it? How do you feel about it? There are many factors behind how customers make contact with brands and perceive them over time.
18
71 reads
MORE IDEAS ON THIS
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
48 reads
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.
17
62 reads
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
139 reads
“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
19
184 reads
Customer journey maps can help you examine customer touchpoints, understand a brand’s CX and expose gaps
Customer journey maps are rese...
18
58 reads
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
95 reads
You must acknowledge that customers are informed individuals. In several clicks, they’ll do extensive research.
18
82 reads
CURATED FROM
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.
“
Related collections
More like this
You have to get out of the building to discover: How well you understand the customers’ problem, how important the problem is to the customers, and exactly how many customers are talking about it, if the customers care enough about it to tell the...
It ensures that the needs and wants of your customer remain front and center as you develop products and services and make plans to bring those ideas to life.
Read & Learn
20x Faster
without
deepstash
with
deepstash
with
deepstash
Access to 200,000+ ideas
—
Access to the mobile app
—
Unlimited idea saving & library
—
—
Unlimited history
—
—
Unlimited listening to ideas
—
—
Downloading & offline access
—
—
Personalized recommendations
—
—
Supercharge your mind with one idea per day
Enter your email and spend 1 minute every day to learn something new.
I agree to receive email updates