You’ve probably heard the oft-repeated jargon “UX”, you may even know that it stands for “User Experience”– but do you understand what it really means?
https://www.bbntimes.com/en/technology/ux-is-the-answer-what-was-the-question-though/
Voice of the Customer (VoC) software is intended to capture the opinions and preferences of online customers, analyse those insights, and supply businesses with the means to create meaningful changes in digital customer experience (CX). As priorities are continuously being placed on CX initiatives, it’s safe to say that these kinds of software aren’t going anywhere anytime soon. Not to mention, having a VoC programme in place has become increasingly more popular and essential, especially as more and more businesses (nearly 72% to be precise) continue to place CX as their top priority. So how do you know which type of VoC software is right for your business?
https://mopinion.com/alternatives-competitors-of-opinionlab/
Since digitization, prospective customers of a company or brand have better access to social media and online content and therefore good opinions from existing customers can sway their opinions and in turn affect sales. Today, customer experience has become imperative to scale business growth in a competitive economy. As of now, companies are heavily investing in technologies such as conversational chatbot, use of virtual reality in retail, machine learning to process customer feedback to tailor their strategies.
https://customer-experience-management.cioreview.com/news/the-driving-force-behind-customer-experience-nid-25775-cid-118.html/
While in attendance at Gartner's Identity & Access Management Summit last year, I sat in on a presentation by research director Tricia Phillips, who predicted that by 2022, digital businesses with great experiences during identity corroboration will earn 20% more revenue than comparable businesses with poor customer experience.
https://www.forbes.com/sites/forbestechcouncil/2018/03/20/dont-treat-your-customers-like-criminals-three-ways-companies-can-improve-customer-experience/#4bd21ecd4ee6/
A lot of marketers get their CX mixed up with their UX. It’s an easy thing to do. Separating one discipline from another can seem confusing, but in reality it’s simple to define, and understanding the difference can have a massive impact on a business that wants to cater to customer needs more effectively.
https://mumbrella.com.au/how-does-ux-and-cx-work-525429/
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/
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/
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/
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/
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/
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