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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In This Week’s Newsletter
Every enterprise has people who specialize in design on their payroll. But it’s just as important to turn customers into product designers. Doing this well can have a lasting influence on the relationship and loyalty they have with you. So, how do you shift customers from reactive buyers to invested creators?
In this week’s highlighted piece, Entrepreneur Magazine describes best practices to turn your customers into designers.
All too often, company executives start with or support ideas they think are good but leave the customer out. The focus is commonly on whether companies can bring a product to market instead of whether they should.
Involving your customers from the very beginning of product development means that you select only the projects that they’d like to pay for.
To gauge how a product is going to perform and smooth out hurdles to purchase and use, you need feedback from buyers through the entire customer journey.
Furthermore, Entrepreneur suggests creating a customer advisory board.
No one likes to feel like others are ignoring what they think or have to say — your customers included.
Worthy of note is an interesting company in this space called Centercode.
Measure important customer KPIs.
Examples of critical key performance indicators include your customer effort score, overall satisfaction, and net promoter score.
Customers are the people who best understand what a product should be and what it should do. By making them a core part of your design process, you set yourself up to provide better items that can build a bigger, stronger base. Start thinking of your buyers as designers and invite them to work with you if you truly want a lasting, innovative brand.
“The key ingredient in strong relationships is to develop emotional connections. It’s important to always act with integrity in your relationships, to be compassionate, friendly, loyal, and to make sure that you do the right thing and treat your relationships well.”