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.

Customer Experience Design

“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

Experience before Technology

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 various stages of encountering it.

Building Strong Bridges between Customers and Brands

Customers develop their perceptions of products and services across many <a href="https://www.interaction-design.org/literature/article/customer-touchpoints-the-point-of-interaction-between-brands-businesses-products-and-customers">touchpoints and channels</a>. 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.

CX Design around the Customers

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

Anticipate the customer's mindset

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.

Customers' spending

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 transaction-based reality of the brand-customer relationship, if customers feel your brand is just selling them something, they will lose not only that sense of agency but also trust.

Customers should feel in control

<a href="https://www.interaction-design.org/literature/topics/customer-journey-map">Customer journey maps</a> can help you examine customer touchpoints, understand a brand’s CX and expose gaps Customer journey maps are research-based tools which design teams use to reveal typical customer experiences over time and visualize the many dimensions and factors involved. These enable brands to learn more about target users.

Customer Journey Maps

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? Customer experience (CX) design is the process design teams follow to optimize customer experiences at all touchpoints before, during and after conversion. They...

Customer Insights

What is Customer Experience Design?

The natural thing that happens when we experience something is to share it with others. It is exactly the same with customers. Deliver an excellent service to a customer and they would rave about it to others, treat them badly and they won’t hesitate to spread the news. The question is, what experience are you giving your customers? Are you intentionally building brand equity through excellent customer services or simply damaging your reputation by delivering poor services? This is exactly why you should value the Voice of the Customer (VOC).

Customers Will Always Share Their Experiences With Others

Anything a customer says to others is mostly taken for gospel. This is exactly why you see the buying decisions of many customers influenced by reviews and testimonials from previous customers. The same customers can also influence their community actively by promoting your services and attracting more customers to you, by sharing their positive experiences with your brand.When this happens, you benefit from lower customer acquisition costs, faster transactions and stronger brand reputation.But for all these to happen, you have to Deliver an Excellent Service to your customers consistently.

The Voice Of The Customer Is Very Loud

I am constantly reminded how excellent customer services can turn customers into promoters

Toba spent almost 30 minutes describing an experience he had on a recent holiday travel. Yannis, the driver sent from the hotel to pick him up from the airport was one of this highlights. And when…

What is Customer Experience Design?

Do this — to make your customers talk about your service to others

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