Is Customer Experience Design the New Branding?

June 14, 2023

Customer experience (CX) has become one of the crucial driving forces of business. A Gartner survey shows that 81% of companies today compete primarily based on customer experience. As such, elevating the customer experience design is the new branding and a top priority for every business.

How consumers interact with your company determines whether they’ll buy again, recommend it to others, or walk away from it. Therefore, establishing a good CX design will undoubtedly produce a higher ROI and help establish your brand. Keep reading to learn more about why you should prioritize your business’ customer experience design.  

What is Customer Experience Design?

CX design is the process of optimizing customer experiences at all touchpoints within their interaction with the brand. This involves using customer-centric strategies to remove obstacles for customers and deliver delightful experiences with the brand every step of the way.

Irrespective of the channel the customer uses to interact with the business, their experience is well crafted to delight them at each step of their conversion journey. Therefore, customer experience design helps companies to create a stronger impression, enhance customer satisfaction and nurture strong customer relationships with the brand.

Benefits of a Good CX Design

Customers have increasingly become more demanding of the businesses they work with. They want to connect with their favorite brands and feel valued. Therefore, focusing on CX design is an efficient way of growing your business while keeping your customers happy. Some of the benefits a good CX design can bring to your business include:

  • Increased customer retention
  • Reduces marketing costs
  • Builds brand advocates who refer your brand to others
  • It helps you expand your market share.
  • Improves customer satisfaction
  • Allows increased sales through upselling and cross-selling

A good CX design creates enjoyable and helpful interactions that lead to business success. These benefits will give your business a competitive advantage in the modern business ecosystem.

Transforming Your Business with CX Design

As most markets are crowded with competing businesses, providing customers with superior CX is the defining differentiator. Therefore, you can elevate your CX design to give your customers what they need at any point of their business journey. Here are some of the fundamental CX design principles to keep in mind, include:

  • Take into account all the steps in a customer’s journey
  • Discover customer needs
  • Put personalization first
  • Create memorable experiences that extend across all customer touchpoints
  • Measure the impact
  • Be adaptable to the customer’s evolving needs

Generally, you should take a customer-centric CX design approach to create a seamless end-to-end experience that exceeds your customer’s changing needs.

Ready to Create a Better Customer Experience? Aktie Now Can Help

Creating an exceptional customer experience design helps ensure customer satisfaction, creating a stronger relationship with your brand. Therefore, a good CX design leads to happy, loyal customers, significantly influencing your company’s growth. However, given the many channels customers interact with your business, creating a robust CX design is more complicated. At Aktie Now, we can help you create personalized interactions and consistent experiences across your business.

We provide Zendesk and other customer experience solutions to help businesses strengthen their brand relevance with an effective CX design. Contact us today to learn how we can help improve your CX design.

Download the definitive guide to customer service