This is a huge mistake, because, in fact, the customer is already entering your microcosmos while developing the need for your product or service, through the research period until he finds your goods or services, and up until the moment he’s considering to acquire it.
Later on he will live an experience using your goods or services, and will get in contact with you for assistance, or even reminisce about how perfect life was while using your product or service.
All good and well, but how do I control this experience?
As any good User Experience designer knows, you can’t design an experience. Simply because each and every person will experience your design differently. What you actually can do is guide the user or customer through a certain funnel where you can help him decide what to do. That’s where you can convince, enhance or even obbligate a customer to do what you want them to do.
The iPhone 7 is coming out without an audio jack, practically forcing their faithful clients to do one of two things: buy $169 wireless headphones, or buy an[other] adapter.
This is designing an experience that some could see as frustrating while others will see as a step towards standardised wireless technology.
The customer isn’t always right, but he’s always human -Neil Patel
- Always keep the customer in the center.
- A happy customer will come back,
- and bring friends and family.
- Help the customer as much as you can.
- Make interactions memorable and try to make them happy memories.
- Boast your success stories, but don’t hide your failures.
- Word-of-Mouth advertising is free, and still the most effective type of advertising.
Got interesting success stories or questions about CX? Share them with us in the comments section below, or contact me directly.