And quite rightly so.
But what do we actually mean when we coin phrases like customer experience or use acronyms like UI (user interface) or UX (user experience)?
My view is that it is easy to say, but much harder to deliver.
Lets start with the definition:
Customer Experience means the entire process your customer experiences from the moment they discover you until they die. And yes, it is for that long, because why should they ever stop being a customer (unless you are a funeral director).
UX stands for user experience and this is focused on the digital experience, the change from the word Customer to User is the clue.
UI is the platform through the user has their experience. This is something your design agency (hopefully us) should be tackling.
The question I’ve been asking myself is; surely companies are already trying to provide a good customer experience without the need for ‘marketing gurus’ to coin new phrases.
The answer is that whilst they are trying, most are failing at some point. And they are failing because:
1. Technology is changing all the time
2. Customers are changing all the time
3. Companies are slow to react and get left behind
The thing is Customer Experience has become so much more important because we are all too busy, exhausted and impatient these days.
As a result we will pay good money for convenience. Think about that – your customers are willing to pay more for a good service.
If you want to know how to leverage Customer Experience to improve your business then give us a call at Crush Design and Creative Marketing. We can share our experience and the knowledge gain from working with some of the UK’s leading brands.