Customer Experience
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What Are Customer Personas? (+Why You’d Need One)
Customer personas, sometimes known as buyer personas, are a semi-fictional character that represents your ideal customer. Think of it as your ideal customer’s avatar. It’s not a real individual, but rather a blend of characteristics, needs, motivations, and behavioural patterns of your target audience. By crafting a detailed customer persona, businesses can visualise their customers.…
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What You Need To Know To Run A Customer Persona Co-Creation Workshop
It’s essential to get a clear picture of your customers, and who better to help in a customer persona co-creation workshop than those who interact with them daily? A diverse mix of participants from different departments can offer a broad view. Bringing prior knowledge or research on your target groups to the table is a…
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Why Smart Businesses Are Making CX Audits Their New Year’s Resolutions
The importance of a comprehensive Customer Experience (CX) strategy cannot be overstated. And an essential component of this strategy is the inclusion of CX audits into annual business planning. This approach not only enhances customer satisfaction but also drives long-term business success. Neglecting them in your annual planning exercises is like willingly turning a blind…
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When Stellar UX/UI Don’t Translate to Great Customer Experience
We’ve discussed how even designers have the tendency to conveniently equate good User Experience (UX) and User Interface (UI) with great Customer Experience (CX). In this post, we look at what it is like when that happens- the effect on users when there is a disconnect between UX/UI design and the overarching concept of Customer…
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What You Need To Know To Run A Customer Journey Mapping Workshop
The key to a truly effective customer journey mapping workshop lies in your choice of participants. Invite your frontline staff—those who are in the trenches of customer interactions. They bring insights that are nothing short of invaluable. But don’t stop there; include some actual customers from your target groups for an authentic perspective you won’t…
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What Are Customer Journey Maps (+Why Do You Need Them)?
Customer journey maps are indispensable tools for shaping and enhancing your customer’s experience with your brand. They help teams visualise the customer’s path. Often starting from the first point of contact through the entire lifecycle of their interaction with the brand. In this article, we explore the types of customer journey maps and how they…
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Understanding Authentic Customer Needs Through “Jobs To Be Done”
Organisations are constantly seeking ways to enhance their products to succeed in the market. More often than not, businesses tend to place a strong emphasis on their products, with solutions being product-centric. However, this approach may fall short of meeting business objectives, let alone ensuring market success. Why The “Jobs To Be Done” Method? Your…
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Card Activation Dilemma: How Banks Can Harmonise Security with Customer Ease
A bank in Asia offers customers two primary routes for credit card activation: either via SMS or through its mobile app. While these methods work, they raise essential questions about security and privacy. In the modern era, where digital transactions are indispensable, safeguarding customer data is equally critical as the services or products offered. Therefore,…
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Navigating The Digital Tightrope: Balancing Security With Customer Experience
Customers increasingly prioritize efficient and seamless digital interactions for daily tasks. However, in the push to combat rising cyber threats, businesses often implement uniform security measures, overlooking varied customer needs. These broad defenses can make online processes cumbersome, with complex verifications. Businesses must find a balance between robust security and customer experience to ensure customer…