Strategy: Customer Experience Strategy

UXmatters has published 5 articles on the topic Customer Experience Strategy.

Top 3 Trending Articles on Customer Experience Strategy

  1. What UX Designers Really Want from User Research

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    A column by Janet M. Six
    October 23, 2017

    In this edition of Ask UXmatters, our panel of experts discusses what UX designers really want from user research. The goals of user research typically include understanding users and the tasks they need to complete. It is also very important to understand exactly how people will use a particular product. The results of user research can help UX designers to better understand users and also to validate their designs.

    We must go beyond the surface meaning of analytics data to understand the whys of users’ needs and behaviors. What is behind their needs and goals? Our expert panel believes it is important for UX designers to have a holistic view of users when creating designs for them. We must always keep an open mind during user research and as we analyze research findings. Sometimes we’ll learn something that is very unexpected.

    Our experts also explore the need for user research when updating an existing product’s design. Finally, I describe a three-phased approach to updating the design of an enterprise product that is tied to a legacy system, leveraging research findings. Read More

  2. Balancing UX Strategy with Lean and Agile | Roles in UX Strategy | UX Versus CX Strategy

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    A column by Janet M. Six
    July 22, 2013

    In this edition of Ask UXmatters, our experts discuss balancing UX strategy with Lean UX and agile development, describe roles in UX strategy, and compare user experience strategy with customer experience strategy.

    Every month in Ask UXmatters, our panel of UX experts answers our readers’ questions about a variety of user experience matters. To get answers to your own questions about UX strategy, design, user research, or any other topic of interest to UX professionals in an upcoming edition of Ask UXmatters, please send your questions to: [email protected]. Read More

  3. The Outcome of Your Customer’s End-to-End Journey: Happy Ending or Dead End?

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    Realizing the power of UX strategy

    A column by Ronnie Battista
    February 22, 2016

    As CX professionals, we understand the importance of delivering a holistic, end-to-end customer experience. It’s not just about exceeding expectations for a customer’s initial purchase. Those of us who care about customer experience preach the power and importance of making things right when a customer has had a bad experience.

    We all have our stories about CX heroes. For example the owner of the restaurant who comes to your table and says, “I’m so sorry about the slow service tonight. Please have dessert and coffee on me.” Or the customer-service representative who stays on the phone with you for what seems like hours, making sure you get through some ungodly, techno nightmare with their product. These people are business-savvy CX heroes. They know that loyalty rules, and the customers who give you business deserve your attention. Oft-quoted statistics tell us that it’s 5 times more expensive to acquire customers than it is to retain them. Providing a good customer experience is not just a nice thing to do; it’s good business. Read More

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