Customer Experience Design
A PLAN FOR THE DELIVERY OF EFFICIENT, FRIENDLY AND EFFECTIVE CUSTOMER EXPERIENCE
Customer Experience is the new battleground and as a result many companies have a good customer experience. “Good” is the new mediocre.
Customer Experience is based in perception and therefore isn’t completely controllable but it can be heavily influenced. With an understanding of what is important to your customer and what you are promising to deliver, you can create a plan to ensure that your customers’ needs are been met at key touch points throughout the process.
Key to Customer Experience is simplicity. Operational processes should not come at the expense of Customer Experience and therefore must be looked at holistically. An exceptional Customer Experience can be delivered, increasing revenue and decreasing operational costs, when it is designed with simplicity in mind. Less truly is more.