Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

3 reasons why customer experience design matters

Exemplary customer experiences are so few and far between that when we have one, we talk about it. To everyone. This article talks about why a keen focus on customer experience design matters!

  • Login to see the comments

  • Be the first to like this

3 reasons why customer experience design matters

  1. 1. 3 Reasons Why Customer Experience Design MattersALL BRANDS CRAVE RAVING FANSExemplary customer experiences are so few and far between that when we have one, we talk about it.To everyone. For many years to come. Ask anyone who’s stood in the line for 6 hours to buy the latestApple product. Ask anyone who’s bought a MINI. All brands crave such a viral phenomenon; this buzz inthe marketplace that generates more revenue than any traditional marketing dollars can buy.LOYALTYEvery business text worth its weight in salt states that the cost to acquire new customers is more thanthe cost to retain current customers. Over time, a stable base of existing customers make it easier toboost top line and bottom line growth –companies who invest in delivering superior customerexperience claim that in time, close to 70-80 percent of revenues come from repeat customers who trymore, buy more and recommend more.WILLINGNESS TO PAY PREMIUMThe degree of choice in goods and services is bewildering. Customers pretty much have everything thatthey need. If not, then there are sources where they can get it – for less, on time and at a price that isaffordable to them. However most customers crave for but will not easily find products, services andexperiences that go beyond function to be emotionally rewarding. Experiences that delight create“wow”. Companies skilled at unlocking emotional cues and building products and services around themcan identify incredible opportunities for innovation and greater profit margins.© Rupa
  2. 2. About CXP DesignCXP Design (, founded by Rupa Shankar, is a platform for marketers,technologists, designers and leaders to discuss and gain a deeper understanding of cross-channelcustomer experience design, develop empathy for customer needs and learn how to createproducts and services that deliver "wow" experiences for customers.When we check into a hotel. When we shop on-line. When we buy a pair of shoes. When we get ona flight. These are experiences by which we measure brands every day. However, most companiesare without the tools to purposefully design those experiences for maximum value. That’s whereCXP Design comes in.Day in, day out, we live, sleep, eat, breathe and unravel the riddle that is human experience, leadingto more loyal and committed customers for our is an Associate Director at Happiest Minds Technologies (, a next-generation IT Services & Solutions company at the forefront of Providing Advisory, Implementation andManaged Services on Social computing, Mobility, Analytics, Business Intelligence, Cloud computing,Security and Unified Communications. At Happiest Minds, Rupa is responsible for uncovering andactivating innovative digital and social engagement strategies for its clients, spearheading thedevelopment of frameworks and solutions for different industry verticals and enhancing the global go-to-market strategy. She taps into her past work as both a design practitioner and marketer to help HappiestMinds clients envision and define broad, end-to-end customer experiences.© Rupa