Customer Experience
-
Shadowing: A Guide To Deeper Customer Insights
Shadowing is a powerful ethnographic research method that helps design teams derive valuable insights about customer behaviours, motivations, and pain points. What is Shadowing? Shadowing involves closely following and observing customers as they interact with products, services, or the environments, to see the actual behaviours and challenges that customers face. The method captures nuances often…
-
How To Gain Deeper Customer Insights With Empathy Maps (With Template)
Key Takeaways Empathy maps is a powerful (yet often overlooked) tool that helps teams gain deep insights into their target customers. Often, when attempting to construct a view of their customers, teams, armed with limited data from surveys and feedback (or sometimes none at all), jump straight into creating customer personas, skipping the empathy mapping…
-
Inside Out: The Service Design Advantage In CX
Organisations today are keenly aware of the importance of improving CX. Yet, many approach this goal with a narrow focus, addressing only the most apparent issues rather than looking at the bigger picture. This limited approach often leads to short-term fixes that don’t yield the desired results. To truly elevate CX, organisations must start with…
-
Beyond the Hype: Key Considerations for Effective Digital Transformation
One of the critical themes in contemporary corporate strategy discussions is digital transformation. It involves integrating digital technology comprehensively across a business, fundamentally altering operations and how value is delivered to customers. More than a trend; it’s a competitive imperative in today’s digitally-driven world. However, the simplicity of the term belies the complexity of the…
-
Proving CX Value: Building A Business Case That Speaks Volumes
It is well acknowledged that stellar CX is the linchpin for cultivating customer loyalty, elevating brand prestige, and enhancing customer lifetime value, underscoring the tangible value of CX. Data from Forrester reveals that companies excelling in CX outshine their peers on the S&P 500 index by an impressive 80%. However, despite this compelling evidence, the…
-
How To Prioritise Your Ideas Using A Priority Matrix (With Template)
After a lively brainstorming session, teams often end up with loads of exciting ideas. Now, the big question is: which ideas should we jump on right away, and which ones should we park for a bit? This is where the Priority Matrix comes in, helping us make those decisions a bit easier. The Priority Matrix…
-
Tackling Shopping Cart Abandonment: A Customer Experience Perspective
Shopping cart abandonment happens when a potential customer occurs when a potential customer starts the checkout process for an online order but exits before finalising the purchase. Oberlo estimates that about 71.27% of all online shopping carts and baskets are abandoned without completing the process. More often than not, the reasons for abandoning carts point towards a hiccup…
-
How To Create A Customer Persona (With Template)
Customer personas give you a snapshot of your real, ideal customers. We shared about how they are vital to a business’ customer experience and marketing strategy in our piece, “What Are Customer Personas? (+Why You’d Need One)”. Now, we’re sharing a nifty tool – The Customer Persona Canvas. It’s a simple, no-fuss template to help…
-
Six Applications Of Design Thinking For Better Customer Experience
Design Thinking is rooted in empathy and iterative learning, which are essential for businesses to truly understand their customers’ viewpoints. The method guide its users towards making not just small improvements to their existing product or service, but also fundamentally changing how they interact with their users, in this case, their customers. As a design…