Customer experience management is more than user experience and communications
Customer experience management is a category of business expertise that is largely misunderstood.
I am not a behavioral psychologist by training. I haven’t taken a single psychology course in college. I have never donned a lab coat and measured the impact stimuli on college students. I am what I like to call a practitioner.
I have absorbed the literature both popular books and academic papers in understanding the implications of behavioral psychology. With that knowledge, I have created and implemented behavioral psychology triggers to improve customer outcomes in the financial services space. I have designed customer experiences, customer communications, and content based on the principles of behavioral psychology.
By implementing these programs and studying them closely measuring their effects and tweaking them, I understand how to improve customer outcomes. More importantly, I understand what it means to create customer journeys that are built on the theories of behavioral psychology and designed for continual improvement.
Customer experience management is a category of business expertise that is largely misunderstood. Some believe it to be just a euphemism for UI/UX design. Others see it as a question of product innovation. Some see it as an extension of market research and customer analytics. Successfully managing a customer experience is all of those things…and more.
Businesses have not fully caught up to how behavioral psychology folds in to these three other legs of the stool. Without a clear view of each one of them and their impact on the customer experience, customer experience excellence will not be achieved.
If you would like a consultation on how to create and implement a customer experience process contact me.