A differentiated, improved and innovative customer experience drives business growth, increases customer loyalty and is key to success.
Customers choose services based on their experience using them. Americans tell an average of 15 people about a poor service experience. Businesses that treat their customers as king; the most priced asset in the enterprise, have reported higher returns than their counterparts.
However, business leaders, digital product owners and directors find it challenging to design projects that increase customer satisfaction and deliver results. Often product teams focus on fixing elements of the interaction experience which is less important to customers than the product experience.