How to create a memorable experience for your customer?
Feb. 24, 2019, 5:44 p.m.
There is a fairly wide arsenal of tools that allow you to develop products that are optimally integrated into a person’s life, and to manage experience at every point of contact with the consumer, providing the best experience.
In short, you can describe the principles of operation of modern customer experience tools as follows:
1) They study the consumer in a broad context, and not only in the application of using a certain category of goods and services;
2) Give importance to positive emotions as the basis for building loyalty;
3) Take into account the peculiarities of perception and processing of information by man.
Design Thinking, Customer Journey, Neuromarketing and Neuroeconomics are the tools that companies can use today to make their customers happier and their business more successful.
Design Thinking (Design Thinking) as a tool for creating empathetic products. To understand what this tool is for, you first need to understand the etymology of the word “design” in the name. In this case, we use design in the context of “design, design,” that is, we are talking about thinking, which allows us to design products, services, and user experience.
Customer Journey: How to use for the benefit of the consumer and the company. Customer Journey allows you to manage customer experience by examining the customer’s path and measuring experience at each point of contact.
Neuromarketing is another tool for managing customer experience, based on a deep understanding of its consumer, taking into account the neurophysiological mechanisms of perception, information processing, and decision-making.
In the era of neuromarketing, it makes sense not only to stimulate the buy button in the consumer’s head, but it’s also worth thinking about the consequences - what kind of experience do we create, is it useful, does it make people healthier and more prosperous? Connecting a neuromarketing tool with the social responsibility of business will definitely benefit both the company and the client.