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LeadDev London 2022 Jasmine James
Discover the secrets to crafting a exceptional customer experience, from defining emotions to simplifying user interactions, in this LeadDev London 2022 talk featuring Jasmine James.
- Define customer emotions: Customer emotions play a crucial role in determining customer satisfaction and loyalty. They drive customer behavior and are a key indicator of customer experience.
- Determine current state: Conduct research to determine the current state of customer experience and identify gaps in credibility, discoverability, usability, capabilities, and customer emotions.
- Improve discoverability: Implement processes to make it easy for customers to find what they need, such as centralized support and universal search.
- Simplify user experience: Automate common activities and reduce complexity to improve usability and learnability.
- Measure customer satisfaction: Use metrics such as net promoter score (NPS) to measure customer satisfaction and identify areas for improvement.
- Define golden paths: Define a clear path for customers to follow to achieve their goals, making it easy for them to navigate and use the product.
- Improve customer emotions: Identify and address fundamental motivations and emotional needs to create a positive customer experience.
- Create closed-loop feedback process: Establish a process to gather feedback from customers and act on it to improve the experience.
- Conduct usability testing: Use usability testing to identify problems and improve the design of the product.
- Foster a sense of belonging: Encourage customers to feel a sense of belonging by connecting with them on an emotional level and understanding their needs.
- Improve error prevention: Identify and fix common errors to improve the overall user experience and reduce frustration.
- Measure usability: Use metrics such as error prevention, learnability, and memorability to measure usability and identify areas for improvement.
- Implement journey mapping: Create a visual representation of the customer journey to identify pain points and opportunities for improvement.
- Migrate to a cloud-based infrastructure: Migrate to a cloud-based infrastructure to improve scalability, reliability, and efficiency.
- Use automate, automate, automate: Automate as much as possible to reduce complexity and improve the overall user experience.
- Apply postmortems: Conduct postmortems to identify lessons learned and areas for improvement.
- Emphasize customer satisfaction: Prioritize customer satisfaction and make it a key metric for evaluation.