Focus on Customer Experience is a new trick in business which we have learned from the luminaries of yesteryear. Nowadays, instead of emphasis on marketing and sales strategy, the businesses are focusing on the customer experience in both their product/service design and business model. According to walkerinfo, they have predicted that customer experience will overtake price and product as key brand differentiators by 2020. Based on trends of business and the studies from successful businesses, no doubt to say that elevate the customer experience will be the golden key to unlock the successful.

What is Customer Experience Design?

Customer Experience Design is the practice of designing products/services with the focus on the quality and the user experience. Every touchpoint between the customers and product/service is designed to deliver experiences based on the brand’s promise. It requires the online and offline experiences that bring the brand to life.

The Experience Design (XD) is a strategy to keep customers engaged with a brand through impactful interactions. It means that every product, service and action is designed to deliver an exceptional experience. In customer experience design, we need to consider about all details such as: your packaging, online properties, mobile app, web and print ads, check-out experience, all the way down to how staff greets customers and what they wear, to how a store looks, smells and sounds, etc… And everyone at the company, no matter their role, must be involved in order to deliver a unified customer experience.

The benefits for brands that focus on Customer Experience

Nothing more clearly than the statistics, looks at the stats below to see the benefits that the brands can reap with good customer experience:

According to American Express: 58% of consumers are willing to spend more on companies that provide excellent customer service.

The reports Harvard Business Review show us that satisfying customer experiences can also lead to more word of mouth, there are 23% of customers who had a positive experience told 10 or more people about it.

Delightful Experience Crafted From the Brand Promise

According to McKinsey research, 70% of buying experiences are based on how the customer feels they are being cared – by showing the customer you (as the brand) care about them. So remember that the great customer experience design is like injecting purpose and empathy into everything your company does.

Caring about your customers is not really expensive and takes a lot effort; it’s just about creating the delight moments. Those moments, sometime from a large gesture like Buick’s 24 hour test drive or just a smaller thing like responding to customer inquiries within an hour on Twitter.

Any Brand Can Elevate Customer Experience

Creating good Customer Experience Design is a perfect way to grow a company quickly by putting the customer above all else. And any brand/company can do this, of course. Once again, it’s all about the experience of customer. Once your customers are happy and delighted with their buying experience, you can be sure that they will become loyal advocates for your brand and help you expand your market share.

If you’re business owner, keep in mind that your customers hold the key to your success. Look at the best companies in the world; they don’t over-market with Black Friday sales or expensive Super Bowl ads. They succeeded by delivering extraordinary experiences for their customers and get rewarded with loyalty and affinity.

In business, nothing is 100% right. BUT, by elevating the customer experience, you can produce a return on investment and provide a steady foundation, and then your company can continue to grow.