Many definitions of Customer experience exist leading to common misunderstanding. In essence, it is the experience a customer has interacting or engaging with your brand. Whilst their perception is formed through what they read, hear and see, the reality is a result of the many touchpoints that exist.
It is common for companies to consider customer experience solutions before understanding the issues or challenges they face. A plethora of software solutions exist claiming to improve customer experience. But what problem are they solving? Is the extent of the problem quantified? Is it even important to the customer?
We support a four-step process aimed at uncovering and quantifying a company’s customer experience. We leverage design with technology tools to do this. Check each of the steps below to understand how we achieve this.
The tools you need to understand, manage and improve your Customer Experiences.
Customer experience analytics and behavioural study/observation to understand engagement.
Combine digital and analogue findings to create unambiguous understanding.
Select programmes for the design of improved customer experiences.