Customer experience methodology refers to a consumer’s experience with an organization or brand, at all touch-points. A touch-point is any way by which a customer can interface with a brand, for example, when buying or using an item or through seeing advertisements highlighting it. Customer experience design centre around making an ideal experience for customers at all such touch-points.
A Customer experience methodology designer regularly uses a customer journey map to pick up a vast idea of a customer’s experience with the brand. The customer journey map recounts the account of various customers’ touch-points with a brand, as observed from the customers’ perspectives. For every customer segment, the customer journey map demonstrates a timeline tallying the customer’s interaction with the brand at different touch-points, and also the motivation, emotions, and context. A customer journey map can help distinguish gapes in the customer experience. All things considered, it is a decent tool for putting customers’ experiences and needs at the centre point of a business. Let’s continue with some costumer experience methodology examples.
Customer Experience Methodology Examples
Use Touch-Point Terrain Maps Instead of the Customer Journey Maps
The key region where a Touch-point Terrain Map is of a greater value is in prior, disorderly stages of the customer life-cycle. For when you are contending to get the subsequent patronage and attention of the consumer, it’s a profoundly chaotic time, and the customer is inclined to change the brand, channel, their intent and commitment at an impulse.
Yet, this is the place you have to battle hard, for in these prior lifecycle stages the customer is yours to win. Later on when they are in a built up association with you, then the customer is yours to lose on the off chance that you perform badly in the experiences you convey to them.
Put Your Employees Before the Customers
On the off chance that customer experience must be come down into a mathematical condition, at that point it would be this: costumer experience = employee experience. In all actuality for extraordinary customer experiences to be accomplished, your representatives should be enabled to convey these through awesome employee experiences of their own.
In any case, what’s your organization’s thought to this? You will surely have solid perspectives on how you need your end-customers to be dealt with, and how you’d like them to feel about your services, however do you apply these same values to your inside customers, your own particular staff?
A straightforward example may originate from your retail channel where your store environment displays the look and feel of your brand and your brand values. This is the space where your staff lives and breathes these values as they endeavour to serve your customers and convey awesome customer experiences.
In any case, when it comes time for these staff individuals to have a coffee break, and go in the background into the staff room, what kind of experience is that for them? Do broken furniture, chipped espresso mugs and torn, dated poster truly help to demonstrate how dedicated you are as an organization to your internal brand value?
There’s More Than Just Pain Points and Moments of Magic
Idealized customer journey maps much of the time contain smiley and sad faces to show the Pain Points and Moments of Magic. It’s basic to perceive those Pain Points in your organization that irritate your customer or make them to work too hard and after that to settle them as a priority matter. Before you can begin to get credibility for any wowing that you do, you totally need to get your fundamentals right, the things that matters to your customers the most. With regards to wowing your customers, it can be hard to genuinely legitimize the value included by Moments of Magic, or regardless of whether customers remember them as particularly positive moments. Have customers revealed to you they observe these interactions to be exceptional somehow?
It’s essential to recognize the key interaction points in your service proposition where you have the chance to increase huge business value and leverage. For instance, Moments of Truth are those few examples in a customer’s interaction with you where you have to ‘come great’ with your next activity. They might be more connected with the emotional state where there’s a desire from the customer, for instance, the way you settle complain to such an extent that the customer will keep on doing business with you.
