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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.

17

61 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

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

19

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...

18

56 reads

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

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.

18

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...

18

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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Process pain points

A sub-optimal website can confuse customers and make them bounce. A company that only operates for a limited number of hours can see sales drift to a competitor that runs all day.

Use an omnichannel model to interact with customers on any platform, at any time. Shoppers tha...

Gaining New Customers

You can achieve more than just making your existing consumers stay longer. A customer service video increases your chances of gaining new customers.

When they have an excellent customer service experience, 38% of consumers want to tell their friends about it. Unsatisf...

Branding Creates Loyal Customers

You don’t just want customers who recognize your brand and use your business once — you want to create customers who continue to come back.

With good branding, you can give your brand a more human side, which your customers can relate to more than a company that’s strictly all business.

...

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