Design & Strategy
 
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A delightful experience is likely to be shared, endorsed and amplified.

But a poor customer experience is one of the quickest ways to lose both business and advocates.

 

Experience Design


Experience design comprises the overall impact and effect that your communications, products and services provide. In both the physical and digital environment, a poor customer experience is one of the quickest ways to lose both business and advocates, but conversely, a delightful experience is likely to be shared, endorsed and amplified.

There are many ways to approach this, but a fundamental rule is to take a human-centric approach, empower your employees and to create assurances across all interactions between you and the end users.

A successful overall experience strategy starts with the desire to focus on what matters to your customers, and to equip your team with the skills to do it. Consider for a minute that you are the customer, and what it is you would like to be perceived from the interactions with your company. 

Gathering data and research can be initial points to get this information, but a human filter needs to be applied to this data, as you try and identify motivations, satisfactions and needs in order to start creating the bigger picture. These journeys and touchpoints can span multiple mediums, from in-store, to website, social media presence, your app and your inbound calls. Some companies approach this by creating endless rules and regulations, but it is a flawed approach as not all scenarios can be covered by these. When bound by these rules your frontline team are unable to apply any sort of common sense in dealing with your customers. 

We help you design a map of these journeys, and as an in-depth understanding emerges, a true customer-satisfaction level can be attained. This also has the added bonus of enabling your employees to understand the purpose and rewards of creating an exceptional overall experience, as ultimately they will be the ones delivering it.

Talk to us about how we prepare, plan and help you implement a world-class experience across all your touchpoints to really stand out from your competitors.



 


More Reading.

View our Insights page for more of our thinking on Strategy and how it improves the overall experience across all touch points in your business.