Design remarkable customer experiences that create loyal advocates
The sale is the beginning of the relationship, not the end. Help customers feel in control during every interaction — identify where they feel out of control and transfer it back to them, which reduces fear and increases confidence to buy more. User experience design is about watching how people actually use your product, identifying friction, and treating the overall experience as both art and science. Give customers stories worth sharing — people naturally tell stories to gain social status, so provide experiences that let them get attention and impress their friends. Look at Zappos: their 'delivering happiness' model lets customers buy multiple items with free return shipping both ways. That level of service generates loyalty that no ad campaign can replicate. Take extra time to ensure your customer gets maximum value instead of racing to find the next buyer.
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How Zappos Builds Loyalty Through Exceptional Returns Policy
Zappos creates loyalty through their 'delivering happiness' motto by allowing full refunds with free shipping both ways, letting customers buy multiple items and return unwanted ones, and providing exceptional customer service.
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UX Design as Customer Experience Art and Science
User experience (UX) design focuses on creating spectacular customer experiences by watching how people use products, identifying problems and challenges, and treating the overall experience as both art and science.
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Treating the Sale as a Relationship Beginning Not an End
Take extra time to ensure your customer gets maximum value from your product or service instead of moving on to find the next customer. Treat the sale as the beginning of the relationship, not the end.
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Giving Customers Stories Worth Sharing with Friends
Give customers stories that help them get attention, impress their friends, and feel important. Since people naturally tell stories to gain social status, provide experiences worth sharing.
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Giving Customers a Sense of Control to Drive Purchases
Help customers feel in control during every interaction. Identify where they feel out of control and transfer control back to them, which reduces fear and increases confidence to buy more.