The customer experience strategy that marketers need to understand

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1, in the user experience to capture customer expectations (a successful user experience often starts in the mind a sober picture)

2. Combination of usability and profitability: a measure of success and ease of use (metrics that measure success must match the successful component of the appropriate customer must be consistent with the successful components of the business)

3, a good skeleton is more important than a good skin: the ability and Scalability architecture (scalability is often seen as a measure of the likelihood that technology and business will adapt to rapid growth and use, and that growth and use are essential for investors or companies to pursue and reap returns)

4. Ensure the first use is smooth (customer relationship, the first experience in the user experience can make the production of film or service success, but also completely destroy the image of the product or service)

5, ease of use throughout the experience process (ease of use to always run through the entire process of user experience, is the real content of experience development process. Ease of use to be ubiquitous, to exist in any of the tiny actions and clicks of the experience

6, implementation: Outsourcing or not (now sent to the end of the design process is completely different, both completely external also have a complete internal program, the two schemes according to the different proportions of the mix, the penis confession part of the internal resources and some external resources together you can have more choices)

7. The problem is: patching up the compromised user experience (the user experience has a growing impact on the enterprise: a bad experience can lead to less measurable traffic, and since business success includes customer retention, consistently providing a good experience adds a lot of pressure)

8, Channel Integration: coordination of various channels and the brand experience of the environment (for many companies, the electronic user experience is only one of the channels of contact with customers, other channel milk: telephone, written materials, real contact, etc. are able to reflect the company's brand user experience.) One of the biggest challenges for all companies is to maintain a single, seamless relationship with their customers and to maintain the "experience equivalent" of the brand in different channels.

9, a new generation of user experience: Intangible universality and transaction intelligence (design pervasive experience is like teaching another person how to be polite, is to observe the surrounding environment carefully, and then take appropriate action; Future user experience will have the characteristics of transaction intelligence, This means that it is extremely possible to help the user complete the transaction without much interaction, and in the next few years the initiative and practicality of the experience will become commonplace and become the general expectation of the client. )