February 9, 2015
According to Bluewolf’s most recent State of Salesforce Survey, 45% of Australian businesses now value customer retention over customer acquisition; reflecting the evolving nature of the customer journey, and the competitive landscape in which all businesses currently compete. In order to retain a customer in today’s saturated market your user experience needs to excel. With mobile use overtaking desktop use, leading organisations are thinking mobile first, in line with their customer’s wants.
Here are six tips to ensure your user experience is at the top of its game and providing a tangible return on investment by keeping your customers content:
Transactions to Experiences: The design process is not just about appearance. That’s actually only a small piece of the puzzle. You can’t create a good design without doing the heavy lifting upfront; gathering and analyzing data. User patterns and behavior, current pain points, and company vision must all be understood before a new design can be considered, but never lose sight of the end goal. A frictionless experience for your end user.
Focus on people right from the beginning: innovative leaders think early and often about how people use technology. It goes without saying the technology solutions themselves are incredibility important but they need to be built around the customers that use them. Engaging your customers to find out where the pain points are at the beginning will offer a solution more likely to solve the problem in question and secure your customer’s loyalty.
Understand personas of key audiences: a ”one-size-fits-all” approach to your user experience is not effective. Leverage existing data to understand each customer segment and their communication needs and develop and deliver a tailored journey for each.
