Creative Ways to Boost Customer Experience and UX

  • Be Psychic: Predicting how your customers will act is key to creating a superior customer experience. Many companies use predictive analytics to identify patterns of behavior from target markets to hypothesize future behavior. However, these predictions are only as good as the data available.
  • Go Digging: Approach customer service like a surveyor approaches a nice piece of land. Yes the grass may be green, but what’s lurking beneath the surface? Is the soil fertile enough to grow your business? Providing great customer experience involves digging into the emotional and subconscious parts of the brand experience. The emotional experience will have a huge influence on how customers feel about your product, and if they recommend it to others. The best customer service teams place themselves in the role of the customer, navigating the customer experience from beginning to end and noting the subconscious signals they experience along the way. This can be quite a daunting and revealing experience, but once you’ve gone through the motions you’ll have a better perspective on how to design for a more positive emotional experience.
  • Engage Employees in CX: Employees must be engaged in the customer experience. In a lot of ways employees are like customers. The best companies in CX know how to build emotional bonds with their employees in order to maximize the fruits of their labor. Tons of studies show time after time that happy employees simply work harder. Even if an employee knows they are underpaid, they will continue working for an employer if they believe in company products and feel appreciated. One result of feeling appreciated and empowered is a dedication to the customer experience.
  • Don’t sacrifice brand for fads: So what if A/B testing showed a .75 percent increase in conversions with the ugly, orange button. If the entire website operates on a modern blue and black color scheme, why damage this image for a microscopic advantage? Keep in mind that design is about more than clicks — it is a direct reflection of your company.
  • Just say no to stock photos: Gone are the days when cheesy stock photos gave your website cheap street cred. Today’s consumer can spot a “non-authentic” photo from a mile away, and may be turned off by the man wearing a headset image they’ve already seen on your competitor’s website. Instead encourage employees (your most valuable brand ambassadors) to take photos at the office, at events, etc. In other words, stop looking for a photo that shows a team hard at work — take a photo of your team hard at work.
  • Optimize images: This should go without saying. Speed matters. Every moment that visitors spend waiting for images to load or videos to load, is a chance for them to leave. Don’t make your visitors download huge images for no reason. There are tons of free tools available to optimize your images for speed. Check out JPEGmini and Optimizilla for starters.
  • Set up automated speed improvements: If you have CMS, use a plugin to cache portions of your website that prevent visitors from downloading the same images more than once. WP Super Cache or W3 Total Cache for WordPress, are plugins that also minimize, sort and compress files to increase browsing speed.
  • Be clear and concise: Don’t make visitors guess what your service is all about. Distill what your company can do for them in a clear and concise message. Place this message in headlines and other prominent spaces on the site. No one has time to read the entire website to find out what the company does in great detail. A few well-crafted pages will boost user experience far more than a dozen poorly-written pages.
  • Calls to action: Tests have shown that visitors respond better to strategically placed call-to-action buttons, than buttons plastered all over the website. Place call-to-action buttons at points where visitors are ready to make a decision about products and services.

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Technology enthusiast, product designer, entrepreneur, world traveler, patron of the arts, student of life...

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Ivan A Annikov

Ivan A Annikov

Technology enthusiast, product designer, entrepreneur, world traveler, patron of the arts, student of life...

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