CX by Design

There’s a saying in the UX world: Inclusive design benefits everyone. When you design for people with low vision or hearing, mobility issues, and other differences, you wind up designing a product (or experience) that’s better for every user. Learn more about the business benefits of inclusive design in Mathew Garner's article: Design Inclusively To Drive Customer Satisfaction And Business Growth (https://lnkd.in/gd6B7qG8) #CustomerLoyalty #CX #HumanCenteredDesign #CustomerFirst

Can you do customer loyalty without loads of data? It’s true that you need data to run a successful customer loyalty program. But let’s set the ‘program’ bit aside and focus on the ‘customer’ part of customer loyalty. What can you do to build customer appreciation into the very fabric of your business? It all starts with keeping one thing in mind: customers are human beings. They want what you want: to be treated with empathy, to have businesses respect their time and preferences, to have their needs met. This is why the principles of Human-Centered Design work so well across various industries. So, if you want to improve your customer loyalty, start by being human-centered. Listen. Empathize. Be open-minded. Communicate clearly – with customers and within your organization. Even if you don’t have the data (yet) to run a full-scale customer loyalty program, these principles will serve as a strong foundation for your customer relationships. #CustomerLoyalty #CX #HumanCenteredDesign #CustomerFirst

True in work and in life Image credit: Pixabay #EmployeeExperience #EX #WorkPurpose #CareerFulfillment #JobFulfillment

Lots has been written about employees finding purpose and joy in their work. But employers, what is your role in all of this? How can you help employees connect to your mission – and their role in it? We like the ideas shared in this post from Meridian University: https://lnkd.in/gXfPKT_7 If you need a simple way to get started, we like the suggestion in the article to just ask your employees. Pressing pause on your personal viewpoint and listening with an open mind will help you really understand your employees’ needs. #EmployeeExperience #EX #WorkPurpose #CareerFulfillment #JobFulfillment

There’s a purpose gap in work. Finding purpose in work is an essential part of employee satisfaction. It’s also a part of human satisfaction; when we feel that our work accomplishes something, we’re happier to show up for our companies. But does job satisfaction depend on your role in the company? McKinsey did a study that showed 85% of executives felt they were “living their purpose” in their daily work. In contrast, only 15% of frontline workers and managers would say the same thing. Furthermore, 62% of respondents said they want more purpose from their work. You can read more about the study results at https://lnkd.in/ecaDevG9 Employers, it looks like we’ve got some work to do. Everyone – employer, employee, or independent contributor – what makes you feel a sense of purpose in work? Share your comments below. #EmployeeExperience #EX #WorkPurpose #CareerFulfillment #JobFulfillment

Whatever the channel, the goal of CX remains the same. #omnichannel #CX Image: Pexels.com

The reason omnichannel CX is so hard really boils down to one thing: it’s complicated! Instead of focusing on building an entire omnichannel experience in one go, companies actually do better with a practical, sustainable, and limited start. That’s what we discussed in this month’s CX by Design Ideas newsletter. If you missed it, you can read it (or subscribe) here: https://lnkd.in/gW-xrh5X #OmnichannelCX #Omnichannel #CustomerExperience #CX

Continuing our overview of #omnichannel #CX:

In #omnichannel CX – as in so many other things – it’s important to start where you are. #OmnichannelCX #CustomerExperience #CX Image credit: Jakub Kopczyński/Pixabay

It’s #omnichannel week at CX by Design! We know that omnichannel CX – i.e. ensuring the customer experience is cohesive and effective regardless of the channel – is a challenge. Where would you say your Customer Service sits on the omnichannel spectrum? We use a couple independent, tried and true channels. We’ve integrated some of our channels. We’re working towards completely integrated CS and CX. Omnichannel customer service? We’ve got that in the bag! #OmnichannelCX #CustomerService #CustomerExperience #CX