Providing a good Customer Experience (CX) is on just about every organisation’s agenda these days. But where exactly is it headed? We can’t say for sure. What we can tell you though, is that this CX’s ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and ‘all-encompassing’ CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So let’s address the question on everyone’s mind…What’s happening in CX and what lies ahead?
Read more here...
https://mopinion.com/state-of-customer-experience-cx/https://mopinion.com/state-of-customer-experience-cx/
An effective e-commerce product page captures the audience’s attention and compels them to convert to paying customers.
Many e-commerce businesses believe a product page is all about high-resolution images with detailed descriptions for each product.
Although these are important areas that need to be considered, thinking that they are the only elements needed to win the game for you is overly simplistic.
In this post, I'll discuss the elements that make a product page captivating for visitors. I'll discuss in detail the things you should consider doing on your product pages so that they stand out from the competition.
https://moz.com/blog/heres-how-to-create-a-product-page-that-converts/
The user experience (UX) is all-important in the modern business sphere. The experience your target audience has from the moment they click on your website to (ideally) making a purchase creates impressions. Your website should guide users smoothly along the buyer journey. It should engage with them through meaningful interactions. If your website falls short of expectations, you will lose them to your competitors.
One of the best ways to decrease your bounce rate and boost conversions is to avoid these six common UX mistakes.
Learn about them here:
https://usabilitygeek.com/most-common-ux-mistakes/
Allow me to start with a quick summary of this article:
There's a 270% gap in conversions between desktop and mobile, because mobile websites suck and we’re all doing it wrong. (Now that I’ve gotten that out of the way, I’ll explain why and what needs to be done to fix this.)
At its essence, responsive design is supposed to make a cross-device world a more seamless experience by adapting your desktop design to a smaller mobile screen. Unfortunately, condensing all that desktop content into such a small screen has the exact opposite effect — it's actually causing huge loss in conversion rates. But how?
https://moz.com/blog/responsive-design-fix-conversions/
Having excellent customer service is a crucial part of trying to build and nurture lasting relationships with customers. Many companies focus on providing efficient communication channels in this regard while overlooking one critical aspect: psychology.
There are times when customers have experiences that are either beyond your control or leave with no other choice but to apologize and try to make amends. A sound understanding of psychological triggers can go a long way in enabling you to iron out those tricky situations and make good customer experiences even better.
Below is a discussion of 10 psychological triggers, the science behind them, and how you can leverage them to provide the best experiences for your customers through a live chat.
https://usabilitygeek.com/psychology-behind-successful-live-chat/
Within the digital realm, faster is almost always synonymous with better. Whether its an internet browser boasting faster loading speeds or a new mobile app that offers a quicker way to order food, when it comes to our digital experiences we want our goals completed as soon as possible.
In the UX world, this holds true often enough. Designers dedicate so much of the SDLC to streamlining user flows or simplifying processes, usually with the intent of making things easier, friendlier, and faster.
So while most designers know there are exceptions to the ‘faster = better UX’ rule (the benefits of injecting friction to an experience are well-documented), fewer grasp the role that speed, and more fundamentally, time, plays in an experience.
In fact, timing is so crucial to UX design that the usability gurus at NNG have crafted an entire ‘powers of ten’-based system for it.
So how can you ensure an experience you are crafting has user-friendly timing? How do you know if a digital product is responding too slow (or, more intriguingly, too fast?) And how can you design experiences while keeping timing in mind?
Find out more.
https://usabilitygeek.com/start-designing-with-perfect-timing/
Our goal with Search always has been to help people quickly and easily find the information that they’re looking for. Over the years, the amount and format of information available on the web has changed drastically—from the proliferation of images and video, to the availability of 3D objects you can now view in AR.
The search results page, too, has changed to help you discover these new types of information and quickly determine what’s most useful for you. As we continue our ongoing efforts to improve Search and provide a modern and helpful experience, today we’re unveiling a visual refresh of the mobile search results page to better guide you through the information available on the web.
Read full update.
https://www.blog.google/products/search/new-design-google-search/?ref=webdesignernews.com/
Automation – in general – is a huge force in many industries in the business world today. Every organisation looks for ways to automate business processes and workflows. And the sales industry is no exception. Sales representatives spend a majority of their day handling administrative tasks and researching prospects; actual sales only take up about a third of their time. Thanks to sales automation tools, time spent on these tasks can be lowered tremendously, giving sales reps more time to focus on speaking with prospects and improving the sales process.
https://mopinion.com/best-sales-automation-tools-an-overview/
Have you ever wondered this: what is the best way to plan and map out the layout and structure of a website or mobile app? Or how you should go about showing, explaining and proving to people that your ideas and/or concept will work before you start working on the prototype? If you do it verbally or in writing, you leave a lot of things to people’s imagination and there’s bound to be misunderstanding. The answer is to use wireframing tools to make wireframes.
https://mopinion.com/top-20-design-wireframing-tools-an-overview/
I recently took my car in for servicing and got it back the same day. But after less than an hour, the problem reappeared. I took the car back, and after some delay, the issue was resolved. While I was collecting the vehicle the service associate informed me I would be receiving a survey, and asked if I would kindly give him a 9 or 10. After sharing my story with friends, I realized that my experience was no exception, which prompted us to launch our own survey on the premium and luxury automotive segment. We found that the customer experience (CX) with most brands was poor, yet most of them were boasting about their high customer satisfaction rates. This inevitably led to the conclusion that CX measurement is flawed.
https://www.forbes.com/sites/forbesagencycouncil/2019/04/30/customer-experience-cx-programs-past-present-and-future/#103083671b26/
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