Is Your Online Experience Your Customer’s Worst Nightmare?

Experience Investigators by 360Connext

Reviewing customers’ online experience is one of the most common ways we at 360Connext help our clients. It’s part of out trademarked process called Customer Experience Investigation, which covers everything. Online experience is still so often the last part of the experience to get a good buff and shine, but I’m here to argue for bringing that priority up to the front of the line. People are shopping online.

What is the difference between User Experience (UX) and Customer Experience (CX)?


In order to understand the difference between User Experience (UX) and Customer Experience (CX), it is necessary to clearly define each concept. UX is concerned with how a person, or User , deals with, and responds to, a company’s product. CX, on the other hand, involves the general, across-the-board experience that a Customer has with a particular brand. To sum it up, User Experience (UX) is just one part of the overall Customer Experience (CX) picture.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

THE Customer Experience Question That Silences The Room

Experience Investigators by 360Connext

The post THE Customer Experience Question That Silences The Room appeared first on Customer Experience Consulting. Blog Customer Experience Featured Social Media User Experience Design linkedin online experience Senior UsabilityI always feel a little bad when I inevitably silence the room with a simple question.

5 Customer Journey Mapping Mistakes that Lead You Nowhere

Experience Investigators by 360Connext

” These become the drivers instead of real action to improve the customer experience. After months of mapping a customer’s true experience, the team high fives each other and moves on to other important initiatives. Your journey mapping exercise should lead to real action to improve your customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Why UX Design is Vital to User Satisfaction and Ongoing Job Security


From smarter homes to an improved online experience, people have a lot to gain from the situation. Recent reports have shown that: 62% of consumers shop online more now than before the pandemic ( Bazaarvoice ).

A Dozen Crazy Customer Touchpoints Translated

Experience Investigators by 360Connext

Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey. The most useful customer journey maps are created in-house by the very people delivering the real experiences. It’s also a great way to bring different departments together and find creative ways to close gaps in communications, processes, and the overall experience.

How Artificial Intelligence Is Changing eCommerce

QuestionPro Audience

A technology that once sounded futuristic is now here, and smart businesses have realized it’s not an optional tool in this tech-crazed climate, and begun implementing AI in order to create the easiest possible user experience. By using AI, eCommerce sites are able to create personalized online experiences and recommend products uniquely suited to each shopper. The future is here, and the future is artificial intelligence.

How Visual Transformation Will Revolutionize Customer Service


Whoever wasn’t online before COVID-19, is online now. With so much more of our lives online, companies are prioritizing the need to deliver engaging, frustration-free online experiences for their customers.

How to Segment Your Customers to Grow Revenue


You want to provide great customer experiences to every possible customer group, but that’s difficult to do, even with a relatively small organization. Customer segmentation is the practice of creating separate target customer groups in order to provide customers with personalized content, website, user experiences, and other marketing techniques. Most evenings, she stays home playing video games online.

The Use of Design Speaks Volumes About Your Online Business

CSM Magazine

The internet has been around long enough that businesses no longer question the need to establish an online presence. You don’t pay annual hosting and domain registration fees for what amounts to an online business card. Failing to do so can result in undesirable experiences.

We analysed customer experience in banking and here's what we found: Part 1 - Established Banks


We analysed customer experience in banking and here's what we found: Part 1 - Established Banks. customer experience. Here are the most important factors impacting customer experience in finance and how established banks can gain competitive advantage. Customer experience is the new competitive advantage for banks. Natwest and Halifax customers in particular rate the online experience they receive highly, with high net sentiment scores of 85 and 61 respectively.

The Essential Guide to Digital Customer Engagement


The first thing you should do is take a step back and imagine how your customer would have the ideal experience on your website and/or app. How your customers experience these digital properties will influence how they perceive your business. User feedback/survey results.

Don’t Let Them Leave The Page! The Death of The Static FAQ

Answer Dash

The world of eCommerce and the online experience is changing - and it’s time for businesses to either take note and catch up or get left behind. Particularly when it comes to their experience on eCommerce sites, users have no patience for any kind of friction or poor user experience (UX) - and they’ll bounce and go to your competitor’s site without batting an eyelash if your pages fall below their expectations.

Customer Experience in 2018: Trends and Statistics

Answer Dash

Now, more than ever, optimizing customer experience should be a #1 business priority. Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer. Today’s Customer Expectations Fast Customer Service “Three-quarters of online customers said they expected help within five minutes,” ( McKinsey ) Superior Service According to McKinsey , customers desire superior service.

B2C 49

Norwegian – Customer Experience Review


I have heard many things about them from friends and colleagues and was keen to test the experience for myself. Having flown with a variety of airlines, I wanted to know if Norwegian ‘felt’ like any other airline or if it really did deliver an experience that I would actually remember for positive reasons – how would it compare with others? So are the plaudits that Norwegian is receiving reflective of the experience? Let me start with the online experience.

How to Optimize your eCommerce Store Customer Experience for the Mobile-First Index

Second to None

He is a mobile advocate with over ten years of industry experience. As well as an entrepreneur, Charlie is a seasoned product strategist with experience of various types of digital projects which include: Responsive and Adaptive Websites, Mobile & Tablet Apps, Hybrid Apps, Cross Platform App development. Concurrently, search engine optimisation, or SEO, no longer simply relies on targeting data-specified keywords, but now takes into account user experience.

The online retail Christmas battle; what makes a winning digital experience?


Since 1999, Maru/edr have been benchmarking the online retail landscape over the crucial Christmas trading period to unearth best practice and understand what makes a winning digital customer experience. Our unique methodology uses trained assessors to evaluate the end-to-end user experience across a selection of leading retail sites. Despite hitting the headlines recently with lower-than-anticipated growth, it was online fashion pioneers ASOS who top the league table.

How E-Commerce Businesses Can Thrive Amidst a Retail Crisis

CSM Magazine

Online shopping rates have never been higher as consumers continue to abandon traditional brick and mortars in favor of online e-tailers. However, one crucial feature that stands to be improved by online retailers across industries is the checkout process—the last and arguably most important step in the online customer journey. An online site—particularly the checkout page—is an important tool for building credibility.

Challenger banks must get the basics of customer experience right - Banking CX Part 2


Challenger banks must get the basics of customer experience right - Banking CX Part 2. customer experience. Challenger bank dashboards graphic customer experience (CX). Customer experience is key to the success of challenger banks, but some are not always getting the basics right. Mostly built from the ground up, challenger banks claim to be centered around delivering a top class customer experience. Great customer experience is now an expectation.

48 retail survey questions for the customer feedback you need


According to UBS , 40% of customers still like to experience products first-hand before purchasing, and shoppers still love the instant gratification of an in-person purchase. Even with the rise of ecommerce and shuttering of retail incumbents, the in-store experience can still be a gamechanger for your company. This new generation of customers is expecting a different kind of in-store experience. Don’t risk it: measure, and improve those experiences with CES surveys.

The Ultimate Guide to Creating a Customer Journey Map


A customer journey map is a way to graphically present the whole experience of your customer when he interacts with your business. For example: by digging into Google Analytics you will know things like: Where the users come from. For example: Don’t presume that a lot of pageviews by a single user indicate that he’s engaged with your site. That’s why you also need to gather anecdotes of user experience. how you can improve their online experience.