Hi All,
Today, consumers have more options to access enterprise brands whereas in the past, enterprises had the control for customer interactions. Customers are more likely to contact with organizations regarding support and issues than ever before.
Customer support was a cumbersome process at the past, but owing to the great improvements in technology, today customers can talk, address their issues and get instant solutions. Hence they no need to repeat the same information several times. This also saves a lot of time and effort.
With the existence of internet everywhere, along with smartphones, social networks, customer expectations for products and services are changing far more than expected.
Customers can decide the way and time to communicate with enterprises, throughout their brand journey, thanks to the vast improvement in technology. These activities can be manually set by the customers irrespective of the time, type of location and usage of device.
At the Core of Greatness
What companies do nowadays is predict consumer needs for a brand journey, collect those data and decide how to design that raw information to transform it to an appreciable user experience, irrespective of the devices or channels used by consumers.
Great user experience(UX) design experts believe that the only way to build a great customer experience is by establishing a 'user-centered design'.
A great customer experience can be attained with the combination of three important factors namely:
- desirability (user desired features)
- feasibility (whether the 'desirability' can technically be built)
- viability (how much people want to buy a brand or product)
Design Principle: Bring all information and tools needed for each step of the process to the consumer.
Enterprises should pay more attention to predict customer needs rather than concentrating heavily on technology and privacy.
Enterprises should have a thorough knowledge on the repetitive journeys of their users, whenever they(customers) interact with a brand.
The principle (known as Pareto principle) states that for many events, 80 percent of the effects come from 20 percent of the causes.
Customer journeys can be better analysed by combining modern big data platforms along with retrieved information like customer chat insights, traffic logs for common congestions.
Predict Customer Journey:
You can easily anticipate customer journey by implementing the above principles in real time analysis of a customer journey for a particular brand or product or a service.
Customer loyalty increases when an enterprise designs consumer data based on predictions of its customer needs. This should be practiced at every touch point in a brand experience. Enterprises can earn more customer trust by implementing the above principles.
Ideas shared from: http://www.ecommercetimes.com/story/82333.html
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