Welcome to the 38th edition of the CX by Design Ideas newsletter. This is a monthly mailing by your hosts, Lis Hubert and Diana Sonis, where we focus on sharing human-centered ideas for business. This month, we’re discussing cost-effective ways to improve your CX.
Los Angeles, CA -- Tuesday, January 17, 2023
It’s a new year – and a great time to take stock of the improvements we want to make to our organizations. For a lot of us, that means starting (or continuing) our journeys toward being customer-centric and human-centric. And that can seem like a big, daunting, and expensive challenge.
he good news is that laying the groundwork for good customer experience (and all user experience, whether your users are employees or customers) doesn’t have to be expensive. Good experiences start with listening and showing empathy. And I think that’s something we can keep in mind in all aspects of our lives.
In this month’s newsletter, we’re going to dig into cost-effective ways to start your CX plans off right. I hope you find these tips helpful. And remember, you can always book a free consultation with us if you need help on your CX journey!
Diana Sonis Founding Partner
Good CX Starts with Listening
There are two golden rules in the User Experience world:
Act with your user in mind.
You are not your user.
These apply equally well in the closely related field of Customer Experience. For “Act”, we could substitute any customer-facing activity – design, write, market, advertise, build, develop. The key here is that whatever we do must be done with the customer’s needs, circumstances, and perspective in mind.
Most of us fully intend to keep the customer in mind. We probably think we do center our actions around the customer as much as possible within the business goals and constraints we have to deal with. But this is where Rule #2 comes in:
We are not our customers.
Our circumstances, goals, outlook, and needs are different. And with the best will in the world, we are bound to make mistakes in customer understanding – unless we take the time to listen to our customers.
This is fundamental to a good customer experience. And it also happens to be very budget-friendly.
That’s why we can still work on creating a better customer experience during slow economic times. At its core, CX doesn’t have to be wildly expensive. Connecting with and listening to customers will give you a lot of insight to work with. How you do it will vary; it could be by survey, direct conversations, social media outreach, analyzing your existing customer data, or some combination of methods. But improvement need not be expensive. And it all starts with asking and really listening.
In tough times, customer experience can be the deciding factor in whether a person does business with you or your competitor. We can’t afford to neglect CX or put it off. Fortunately, improving CX can be done at whatever level and budget you have. Start where you are, and start by listening to your customers.
We're excited to be guest speakers in ProductBoard's webinar How to create human-centered solutions. We'll discuss what human-centered design is and how you can use it to solve business problems. Join us live on 1/26 at 8am PST/ 11am ET!