Setting up a Customer Experience System for Designing Better Experiences

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It goes by many names – The Holy Grail of Customer Success, The Next Big Thing, and The New Competitive Battleground. It’s probably what differentiates you from your competition in the eyes of consumers. Your customers are expecting more – and it’s up to your brand to fulfill their needs. And, most importantly – if you’re an industry pro who’s nailed the Not-so-Secret CX formula in the digital era – you’re pretty much destined for success.

Customer Experience Management: Designing Better CX

Yup! You guessed it! – we’re referring to Customer Experience. In the digital era, the value of good CX is paramount. Mdern times calls for an innovative CX design approach to woo customers and retain them for life. New-age customer experience thinking is in – legacy & outdated design methodologies can go out the window.

Definition: What is CX Design?

Although both CX design and service design relate to how humans perceive the overall brand experience, service design takes into account all touchpoints across all mediums; whereas CX design generally refers to a single touchpoint. [Note: Customer experience is very similar to user experience,  however – they do have some differences. Learn more about user experience vs customer experience]

The Job Role of a CX Designer

The importance of digital customer experience has not only upped the industry customer experience standards, it has paved the way for a variety of career options for those looking to foray into the CX industry towards customer empowerment.

Corporate Professionals specializing in the art of customer experience design thinking to improve customer experience are usually referred to as customer experience designers, or CX designer.

Difference between CX Design and Service Design

Although both CX design and service design relate to how humans perceive the overall brand experience, service design takes into account all touchpoints across all mediums; whereas CX design generally refers to a single touchpoint.

Elements of a Good Customer Service Experience

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Source: http://www.ellipsisandco.com/perspectives/a-short-history-of-customer-experience


According to Forrester’s Customer Experience Pyramid, there are 3 key elements of an amazing customer experience:

  • Enjoyable
  • Easy
  • Meets Needs

Customer Experience Design Thinking

The whole concept of gathering insights about customers and designing relevant experiences is a field of study known as Design Thinking. In simpler words, it fuses the human aspect into innovative services, products, and solutions for a more customer-centric design approach.

Know Thy Customer

To effectively align your organization goals to meet your customer experience goals, it is crucial to start knowing as much as you can about your intended target audience. Unless you don’t understand what they truly desire, you won’t be able to gain their trust and satisfaction in the long run. The art of customer loyalty is elusive – but not impossible for the brave-hearted.

Whatever the case, you’re probably going to need a CX strategy to get started.

Customer Experience Maturity Analysis

If you spend your time reading stories the Ameyo blog quite often, you’ll know we hugely over-deliver when it comes to providing real business value. Before we set you off on the path towards customer experience excellence, you’ll need to assess your current status quo. We have another great read for assessing customer experience maturity.

Customer Experience Management Strategy Development

A CX strategy simplifies the process of designing better customer experience and provides a roadmap for different teams to collaboratively work on achieving business goals. To systematically design, manage and improve customer experience for any business, it is vital to create a customer experience strategy that stands the test of time.

CX Journey Analysis, Mapping and Improvement

Identify and map critical moments of truth along the customer journey. These are specific interactions along the customer lifecycle that can make or break your customer’s loyalty. Once you’ve identified the moments of truth, start creating a visual map of the customer journey for a 360° bird’s eye view of all customer interactions on all interaction mediums.

Leverage Machine Intelligence for Deeper CX Analytics

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Identify and map critical moments of truth along the customer journey. These are specific interactions along the customer lifecycle that can make or break your customer’s loyalty. Once you’ve identified the moments of truth, start creating a visual map of the customer journey for a 360° bird’s eye view of all customer interactions on all interaction mediums.

CX Design: Conclusion

 

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