a customer experience newsletter
(this week’s newsletter is a 7-minute read)
WHAT’S JOURNEY NEWSLETTER?
Journey is a weekly newsletter from Y Meadows that curates the best thought leadership at the intersection of technology and customer service.
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Is it possible for a company to be too easy to do business with? The answer, surprisingly, is “yes” – and it reflects a larger, more troubling issue about customer experience (CX) design.
Dark patterns refer to digital design techniques that purposely nudge the customer’s behavior in a certain direction. Examples include:
Whether employed online or offline, these are all examples of customer experience design techniques that steer people’s behavior in a certain direction – getting them to click a particular button, to make a purchase decision, to renew a subscription, to take some desired action.
Virtual Settings, CX Adjustments — 5 Tips from Oskana Kolesnikova
The Covid-19 pandemic has dramatically changed the way we do business but here are five ways to bring humanity to virtual interactions with customers.
1. Don’t Forget Visual Interactions
One way you can help humanize virtual encounters with customers is by offering webcam chat help sessions instead of just chat boxes.
2. Experiment With Videos
3. Humanize Your Staff
As your business takes the plunge into more virtual customer experiences, it’s essential that you still take measures to make your customers feel special.
4. Add Variety To Meeting Platforms
While switching to phone meetings may be an easy go-to, they shouldn’t be your only contact method.
5. Consider Real-Time Support
“If everyone’s saying they offer the “leading solution,” what’s the customer to think? We can tell you what their response will be: “Great—give me 10 percent off.”