
Lexter – the early pioneers developing the digital sound design system TWANG.
Margareta Andersson: “When we started there were no sound systems that fit the need, so we had to develop our own”.
Businesses today are fiercely customer-centric, and we are going towards a more and more user-centered design process. Instead of traditionally competing with low pricing, companies are primarily competing on customer experience – the total perceptions and feelings your customers feel from interacting with your brand products and services. Research shows that a great customer experience makes a person five times more likely to recommend a company and more likely to purchase in the future. But there is a continuous experience gap between the experiences customers now expect and those being delivered.
How can your company reach high customer success to reduce churn? Forrester reports that 76% of executives say improving customer experience (CX) is a high or critical priority and many companies have established a C-level position “CXO” to oversee it. CXO stands for Chief Experience Officer and the responsibility lies in the overall aptitude of the products and services of the business. CXOs essentially act as the bridge between your brand and your customer base and play a crucial role in business growth and customer relations.
In my opinion, a CXO should start its role by establishing a robust CX & UX Research capability in the user-centered design process. Setting up a framework for monitoring and optimizing all user experiences. This way you will build and foster a holistic user-centered design process to ensure low rates of churn and high rates of satisfaction and renewal.
For example, if the product team has a goal to release two new features by the end of the year, it’s up to the CXO to determine how those features affect their current and prospective users’ experiences within the product and understand how to best communicate with everyone to ensure a seamless transition to the new functionality.
– Map out what “value” means to your customers.
– Create a data-driven customer journey map.
– Identify friction points and gaps in the buying process that could potentially damage your brand perception.
– Refine the product roadmap to ensure that all future planned product priorities are validated with legitimate customer feedback and align with what customers actually want—not what employees want or think customers should want.
– Make sure that the in-store customer experience matches the online experience.
– Promote the culture of customer orientation internally to define a common language for talking about the customer experience.
– Differentiate your company’s products/services from your competitors.
– Prioritize which customer segments are worth investing in. – Improve customer retention.
– Increase the customer lifetime value.
– Measure UX Research KPIs.
There is a correlation between the satisfaction and well-being of employees are essential for guaranteeing customer satisfaction and turning those customers into brand ambassadors. As such it is important for the CXO to ensure that this symmetry is respected.
Margareta Andersson: “When we started there were no sound systems that fit the need, so we had to develop our own”.
The growing segment of music streaming for businesses has taken another step forward. Soundtrack Your Brand, a cloud-based music service that is trying to become the Spotify of the business
Helena Kosinski and I discuss the ins and outs of MRC Data’s 2020 U.S. Year-End report.
Martin Willers: “The best audio experiences are typically when people are saying like “When I was at this concert I had electric goose bumps all over my body”. Some people are able to reproduce that experience at home”.
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