Our marketing sucks! We once put down a series of tweets (140 character limit – then) around customer experience! I don’t think we played this back at all. I find that this is still so relevant in the current context of releasing fast, focus on customer experience, that I thought it was apt to wipe the dust off that folder name, and bring it back into circulation!
Customer experience is still something so spoken about, but reduced to A/B testing in most cases, that people forget that thinking like your customer does, is also something that can be practiced (like Design Thinking!) and test approaches & strategies can so easily be created around them.
So below are those few thoughts, randomly compiled!
- Are you focused on eliminating the difference between the customer expectation & perception? Are you testing for both?
- Customer Touch Point impact! How sufficiently covered in terms of tests are you?
- Information Quality; Reliability; Responsiveness; Assurance; Usability; Personalization – the corner stones of Customer Experience! Are your test centered around these?
- How to do you holistically test solutions and not just systems?
- Your Customer Satisfaction mantra : Delighting on factors that can differentiate with high impact but low cost – are your Customer Experience tests covering these?
- Customer Experience Mantra 1 : Focus on knowing what matters to your customers. Do you perform focused risk-based testing against customer expectations?
- Customer Experience Mantra 2 : Keep any promises you make. Do you ensure you test whether you deliver these promises?
- Customer Experience Mantra 3 : Spot potential problem areas and fix them. Do you have a systems & process focus in your testing?
- Customer Experience Mantra 4 : Communicate clearly and simply. Do you test the communication & interactions?
- Customer Experience Mantra 5 : Take responsibility when things go wrong. Do you test the fix processes, test how you take responsibility, and then analyze the outcomes?
Call us or write to us, and we can help you refocus your test design