You only have one chance to make a good first impression. Yet, so many businesses and organizations fail at this.
How much business do you think you lose due to poor customer experiences?
By now, you may have seen the viral video of Dr. David Dao pulled from his United Express flight to make room for Republic Airlines crew members.
Of course you want your customers to have the best digital customer experience (CX)! Who wouldn't?
Have you ever heard of "design-led" or "design thinking?" Here are two definitions:
Design is seen as a strategic differentiator for the organization. Formal design processes are established for marketing, product, and customer experience initiatives. Design is integral to shaping digital CX and is involved at every stage when strategy is being set." (Adobe/Forrester Consulting)
It means making design an integral part of every thought process in your company’s marketing (and product development or service offerings), and can be the line between success and failure, between blending into the sea of mediocrity and standing out, between ultra-creative thinking and what everyone else does." (Yvonne Lyons, "The Rise of the Design-Led Company — Don’t Be Left Behind," Right Source Marketing)
So, does it work? You bet!
Companies that embed design thinking in digital CX strategy — those that we classified as design led — achieve tangible business benefits. Moreover, we found that the more that design is embedded in digital CX strategy, the more these benefits are achieved."
Want to see the proof?
One of the key indicators of branding success is how customers experience your brand. You're in trouble if their brand experiences don't match your brand promises,
When your company or organization goes through internal challenges, what do you do? Do you hide it?
So, what is internal marketing? It's when organizations think of their employees as their first market - their internal customers.
Poor business practices can tarnish your brand very easily. And, guess which category of people are likely to spread the word about your organization?
Vendors and consultants unite! It's time that we demand the type of respect we deserve! Share this Bill of Rights with prospects, customers, and clients.