How to Create a Customer Experience CX Strategy

Table Of Content

• Create a consistent CX design with a customer experience platform
• What is Customer Experience Design: Principles, Strategy & Best Practices
• Create empathy maps
• New to UX Design? We’re Giving You a Free ebook!
• Monitor Customer Feedback and Reviews
• Align CX design with your brand
• The Process of Crafting a CX Strategy

While CX design, service design, and UX design all use similar, human-centered approaches, CX design aligns with broader business objectives by establishing the link to value across the entire customer journey. Fundamentally, CX design is a discipline that attempts to optimize a consumer’s interaction with a brand. The totality of all these interactions is usually referred to as a customer journey map. Every interaction in CX design is an opportunity to support the customers' underlying goals and nurture meaningful relationships through positive emotional experiences. As far back as 2015, a Forrester report titled Customer Emotions Driving CX Success revealed that emotion is the most important driver behind the customer experience.

Create a consistent CX design with a customer experience platform

This is where most companies turn to customer experience software. Customer experience software is the system of record and action for experience data. Customer experience platforms are tools for companies to measure, report, analyze and take action on the human feedback from customers. Customer experience (CX) design is the process design teams follow to optimize customer experiences at all touchpoints before, during and after conversion.

What is Customer Experience Design: Principles, Strategy & Best Practices

In the first lesson, you’ll learn what user experience design is and what a UX designer does. You’ll also learn about the importance of portfolios and what hiring managers look for in them. User journeys and flows are two different types of user experience mapping, each serving distinct purposes in UX design. While both map out a user’s path, they do so in different ways, with specific focuses and scopes.

Create empathy maps

Human-centered design is key to a better federal customer experience - Federal Times

Human-centered design is key to a better federal customer experience.

Posted: Thu, 04 Jan 2024 08:00:00 GMT [source]

Bang Energy uses its brand ambassador program to foster long-term influencer relationships, which helps the company attract Gen Z consumers. To track progress, CX initiatives must tie back to quantitative KPIs. For instance, you may seek a 20% increase in NPS or a 15% lower customer churn rate over the next six months. The bottom line is that CX creates living assets through loyal customer relationships that compound over time. Organizations need to catch up in CX design to thrive in competitive markets.

New to UX Design? We’re Giving You a Free ebook!

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Monitor Customer Feedback and Reviews

Empowering CX design with human-centered insights to prototype and test new service solutions is crucial. Here’s how design informs each step in transforming the business while prioritizing CX. As you might expect, emerging AI-powered support solutions are lightening the load for support teams across the world. By automating the most mundane tasks and Tier-0 support inquiries, CX professionals are free to look at their customer’s journey as a complete picture.

Align CX design with your brand

Your job is to build a website which can be easily found on the internet, which customers enjoy spending time on and more importantly still – that they enjoy spending money with. It is the experience that a user (or customer) has whenever they interact with our company or brand. Again we can measure some of this in satisfaction reports, in recommendation rates (would you tell a friend about us?), etc. For more than 20 years, Thinkwell has designed innovative and dynamic experiences for developers, studios, museums, theme parks, brands, resorts, governments, and events around the world.

The Process of Crafting a CX Strategy

Use the identified pain points to brainstorm ideas to improve the customer journey. This prevents them from focusing too early on specific solutions, like features. Sketch and critique potential future interactions to translate these ideas into tangible designs. This may include user experience studies, marketing analysis and customer feedback. Share information before the workshop to help everyone understand the starting point. Indeed, the MVP provides proof of both concept and scalability, allowing teams to test a solution under real-life conditions with limited risk.

Suggest changes based on your maps

Embracing technology is another key way to grow and thrive as a company. The latest insights and advances can give you the power to connect with more customers at once, getting responses from your target customers and putting those insights into action. Social media is often the first place where customers interact with your business. Whether they scroll past a sponsored ad or seek you out after a purchase to leave a review or comment, social media can be a very prevalent and powerful tool. To craft your UX design, you can also utilize survey responses, usage data, and responses received from support calls or customer success sync calls. Keep in mind that not all customers are users—they might be purchasing your service or product for someone else.

If done right, CX design creates seamless, high-quality interactions that result in happiness, trust, and brand loyalty. While the entire design team will have a hand in creating a CX design, the CX designer is a designated leader responsible for managing the flow of projects and aligning the team. The CX designer ensures continuity for customers while keeping the design team on task and on schedule.

The age of information has given most purchasers the ability to interact with hundreds, if not thousands, of brands. Smartphones and mobile devices have made it easy for consumers to spend more time researching and interacting with various competing organizations and products. UX design operates within the world of CX, so chances are you’ll need some CX know-how in order to do your job well.

While customer experience and user experience (UX) are often confused, the two have distinct differences. Experts note that there are several vital ways to retain customers. One of them is using content marketing to educate the client and practicing excellent customer service.