What’s Your Experience with Customer Experience? A little over two years ago we at SecurityCoverage took a long, critical look at our products. Some of the questions we asked ourselves were: Do the products have a consistent look? Are processes and functionality similar across the products? Most importantly, do the products provide a good user experience for customers? In many cases we didn’t necessarily like the answers.
After an overhaul we think we are hitting the mark much better with our products. The interfaces are similar across mobile devices and computers. Functionality is similar and the user experience has been drastically improved. But, it began with asking ourselves some difficult questions.
Your customers know you, as a company, and they associate you with a certain way of doing business. While you are focused on diversifying your product portfolio and providing great service, they may see or experience something completely different. In fact, by 2020, customer experience will overtake price and product as the key brand differentiator.
Does your company take into account customer experience? Spend some time learning how your customer experiences your company. How you see yourselves may not be how your customer sees you.