{"id":17811,"date":"2021-10-18T09:28:00","date_gmt":"2021-10-18T07:28:00","guid":{"rendered":"https:\/\/expressionumea.se\/?p=17811"},"modified":"2023-08-03T22:09:41","modified_gmt":"2023-08-03T20:09:41","slug":"how-to-create-great-customer-experiences","status":"publish","type":"post","link":"https:\/\/expressionumea.se\/en\/sa-skapar-du-goda-kundupplevelser\/","title":{"rendered":"How to create great customer experiences"},"content":{"rendered":"

What is a good customer experience and how can we help shape it? Whether you run an e-commerce business, a physical store, a restaurant or, for example, a visitor destination, these are two important questions to consider. The customer experience is all about the overall impression of a business, and taking control requires good planning and close dialogue with the customer - so the experience can be directed to the benefit of both the business and the customer.  <\/strong><\/p>\n\n\n\n

This guide is about reflecting on the story you want to tell the customer and in doing so, helping to shape the experience. Shaping the customer experience is also about the ability to build the brand into the environment, i.e. making sure that the values you stand for also shape the impressions the customer encounters. This could be how your digital or analogue environment is designed, how other customers talk about you, what they read about you in the newspaper, the experience of your marketing or the conversation with your staff. Everything a company stands for and does is interconnected in the eyes of the customer, and whatever the channel, impressions are interpreted.  <\/p>\n\n\n\n

A good customer experience also creates the conditions for the customer to choose to consume your goods or services. In addition, ensuring efficient customer and goods flows makes it easier for visitors and staff alike. This can be done by presenting goods and services in a logical order or by creating 'hotspots'. A hot surface means that the customer stops and pays attention to what you want to make visible. It can be about creating an effective visual surface, hooks in pedestrian flows or various forms of natural obstacles that force the customer to stop. These are issues that are equally important whether you are working digitally or analogue.  <\/p>\n\n\n\n

Reflection questions: on shaping customer experiences <\/h2>\n\n\n\n