Marketing leaders name customer experience as one major factor for modern marketing measures
CMOs point out that when a client has a positive experience, they are convinced to maintain this relationship, and that’s a repeat customer. Organizations in various industries have considered implementing “design thinking” as a way of boosting CX.
Marketing leaders say that design thinking works by predicting the client’s requirements and expects their demands to ensure innovative solutions and hence an enhanced customer experience. Design thinking involves interaction with the business to improve client experience, adding value to their purchase journey.
Usable and useful communication
CMOs say that for any organization to assure an excellent CX, they need to ensure that the client interaction is made as useful as possible. They say that despite the interaction being very carefully crafted, a client wouldn’t come back if the interaction holds little-to-no value to them. As marketing leaders, CMOs have to consider how each interaction can be leveraged to enhance the overall customer experience, to potentially customize the CX.
Marketing leaders say that empathetic design thinking will be crucial in understanding the client’s mindset. This understanding will help organizations to analyze and create the best possible solution for the demands. CMOs point out that looking at an issue from another person’s point of view rather than a personal opinion or abilities; will provide a more customized solution. Leveraging data insights can provide highly customized solutions, that will also ensure customer retention.
CMOs believe that putting the client first as an empathetic business will prove to be highly beneficial in the long run. Empathy can mean anything like the organization building the customer service platform based on a client’s requirements rather than industry standards. Many organizations fail at being an empathetic observer of customer requirements, and hence usually fail at customer retention in the long run.
CMOs say that organizations should consider investing in customer journey research and let customers’ first policy be the guiding decision beacon rather than profit. The organization will see increased revenue and ROI in the future when such measures are implemented.
Marketing leaders say that design thinking’s major factor is ensuring that the experience is user-friendly. When keeping such factors in mind, organizations end up developing solutions that are easy to be implemented and used by the clients as well. Thus the potential for rejection or roll-backs is also considerably reduced.
Adopting the customer perspective
CMOs point out that when organizations tend to adopt the client’s perspective while designing a solution, a large number of potential issues are also curbed. Issues experienced by the clients are experienced first-hand, resulting in more robust and relevant solutions.
Approaching issues with a fresh perspective
Marketing leaders say that design thinking enables organizations to step out of their comfort zone and look at issues with a new perspective. When solutions are designed without starting from a place of limitation, products and services tend to be user-centered. Thus it helps to avoid designing issues around pre-existing organizational architecture.