Customer Experience Design (CXD)

There are many ways in which you can acquire, convert and retain clients, that’s no secret. But let’s be honest, no matter how much money you pump into your marketing efforts, if your customers’ interactions with your brand don’t result in positive experiences, you’re almost guaranteed to lose time wasting money. If your customers aren’t happy with what they experience they won’t open their wallets, that’s for sure.

What is Customer Experience (CX) Design?

The term Customer Experience, or CX, represents the value of all direct and indirect interactions one may have with your brand throughout the entire end-to-end customer journey. A good customer experience means that your clients’ expectations have been met. A bad one means your touchpoints are not working. You don’t let nature take its course with Customer Experience, it’s your responsibility to design it for every department.

Why should I care about Customer Experience (CX) Design?

So, you spent a lot of time and money introducing a client to your brand. They loved your website and easily got all their answers. Chatting with your helpline was equally pleasant, the operator who was an absolute charm. Fulfilled and impressed they headed to your office to sign the contract but received terrible service from the receptionist of the building and decided to go with your competitor. That’s why you should care!

How can I improve the experience my customers receive?

Don’t force your customers into using your preferred channels, reach them using channels they are on, in their comfort zone, even if it means you have to get out of yours. Weak touch points may do more harm than good so consider eliminating them as one poor experience can outweigh a series of great ones. Focus not only on your touchpoints but also on the environments in which the interactions take place. Do whatever it takes!