User experience (UX) encompasses all aspects of the end-user’s interaction with a company, its services, and its products. The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother” – Nielsen Norman Group.
In the past gaining insight into customers through traditional research methods has been a time consuming and expensive exercise that many businesses were reluctant to do… but things are changing. Social media like Facebook and Twitter have created a gathering place for people to interact more intimately with brands and because of this we are seeing new and exciting tools in the emerging SocialCRM space that are making it fast and easy to gain insight into customers’ needs while remaining extremely cost effective.
I will explain the importance of user experience, and demonstrate ways to engage with your social followers to solicit the valuable insight that will allow you to deliver a better: product experience, service experience and overall brand experience.