Customer Experience

Econsultancy’s 2018 Digital Trends report  (published in association with Adobe) stated that when organisations were asked what the single most exciting opportunity was for their business in 2019, 19% of the 12,8795 surveyed chose optimising customer experience (CX) as their key focus. In this post, we will be exploring why enhancing customer experience is becoming such a big priority for businesses, and how you can take steps towards improving your customer experience offering.

The days when retailers could rely solely on the power of name recognition are a distant memory. Technology today has created a new shift in the way consumers value brands. Understanding what makes people buy into a brand is complicated - human behaviour is complex and ever-changing. So, it’s essential to understand why some brands exceed in connecting with their customers digitally. It is not enough to have an appealing design to answer the question. Rather, we should dig deeper and examine the behavioural psychology factors behind consumer actions and how it can be applied to digital product design. In this article we discover how tapping into behavioural science such as the McGuire’s Psychological Motives by William J. McGuire, can help product designers be more effective in helping brands reach their audience and reshape customer experience.