All companies sell products or services to consumers. But in an increasingly hyper-competitive market driven by an attention economy, simply having a handy product or service alone just doesn’t cut it. You must also prioritize customer experience (CX) design in order to deliver in a way that truly reaches customers where they are and resonates with them.
When you add a personal touch, go the extra mile, and build genuine connections, it transforms transactions into relationships. And, it brings more business too—in fact, according to some Deloitte data, customer-centric companies are as much as 60% more profitable than their alternatives.
So, how can companies implement a customer experience design that positively impacts their ROI? To do this, CX must go beyond simple aesthetics. It’s a journey where every click, swipe, and interaction matters.
Understanding the Relationship Between CX Design and ROI
Modern-day customers are experience-driven—and they’re willing to pay more for better experiences. According to one PwC survey:
- 43% would pay more for greater convenience
- 42% would pay more for a welcoming and friendly experience
- 65% find a positive experience more influential than brand advertising
This means the better the customer experience, the higher the conversion rate and sales. Customer experience design anticipates their needs at every touchpoint and crafts seamless interactions. This directly leads to greater trust and loyalty; loyal customers are also repeat buyers, which means a higher customer lifetime value for your brand.
Smart customer experience design also reduces churn. Retaining customers costs less than acquiring new ones. To that end, CX design strategy depends on ongoing feedback and data analysis to identify the gaps in your service. It also tells you what improvements you can make to increase customer lifetime value (CLV). Constantly fine-tuning your service equals happy customers—and happy customers bring a higher lifetime value.
Let’s look at five ways you can increase your ROI through thoughtful customer experience design.
1. Align Product Development with Customer Experience Design
By tuning in to what your customers really want, you’re not just building loyalty; you’re also streamlining your product development. When you understand and address what your customers need, your final product will be in tune with what users expect—making for a more intuitive and satisfying experience.
To trim the fat and make your resources work smarter:
- Listen to user feedback and tailor your product to their needs
- Prioritize features that matter to your audience, and cut out those that are unnecessary
- Embrace design thinking—empathize, define, ideate, prototype, and test
- Keep a customer-focused mindset even after the product is launched
Happy customers become brand advocates, bringing in new folks through word-of-mouth. Take a cue from big players like Toyota and Apple—conduct user interviews, create personas, and map customer journeys to understand and empathize with user needs.
2. Invest in People
Positive vibes among employees create a ripple effect, making your end user happy too. That’s because a well-trained and motivated staff understands users like no other. Here are some ways to get your team on the same page:
- Create a playbook based on top-performing customer retention strategies
- Open channels for employees to share feedback, and seek support
- Recognize and reward employees who give stellar customer service
- Build feedback loops for insights and improvements
A service design map is similar to a customer journey map, but it focuses more on the internal side of how a company delivers a product or service. Creating a service design blueprint can prove an effective way to visually connect the customer experience with what’s happening internally at an organization. It will help you identify gaps and pain points for employees and uncover the root causes of customer experience issues, helping you craft customer-centered design.
3. Build Better CX Strategy With Self-Service Experiences
Empower your customers with access to knowledge. Use chatbots, FAQs, and knowledge centers to help them to find answers and resolve issues faster.
Self-service experiences give them control—instead of waiting for an agent, they can resolve their queries faster. Moreover, you can integrate AI-powered chatbots that can answer customer’s questions at any time and help them find the information they need quickly.
For businesses, this aspect of customer-experience design is a game-changer. Think lower customer service costs, smarter resource use, and a data goldmine to boost the whole customer experience.
Take F5, an app services company—we revamped their customers’ digital journey, and here’s how it helped them:
- A 29% increase in engagement and conversions with design layout changes
- 104% increase in conversions, thanks to improved content scannability of the Resources section on a product page
- A 286% increase in conversion rates by simplifying access to gated content
4. Utilize User-Centric Websites and Apps
For a user-first approach, start with persona development, and journey mapping. Create a UX design strategy with consistent branding, clear navigation, responsive design, and personalized experiences.
Post-launch, keep gathering customer feedback regularly to update personas and journey maps, as well as monitor friction points and emerging customer needs. Also, analyze search logs to address different kinds of inquiries. These steps ensure an ongoing user-centric approach for sustained profitability.
5. Make it Easy to Become a Customer
Every visitor to your website is a potential customer. To move them across the sales funnel, you need to simplify their purchase path. Minimize customer friction and remove extra steps and clicks so they reach their destination in fewer steps. Less hassle means a higher chance of customer acquisition.
Improve Your CX ROI with UpTop
Improving customer experience design can directly improve your bottom line. The impact is crystal clear: satisfied customers become loyal advocates, who help you lower acquisition costs and increase revenue. From seamless interfaces to personalized experiences, every thoughtful CX design contributes to a positive ROI.
To get the most out of customer experience design, map customer journeys, invest in your employees, promote self-service experiences, create user-centric digital solutions, and reduce friction as much as possible.
UpTop can guide you through this digital jungle and help you expand your reach, seize market opportunities, and improve efficiencies by creating incredible digital experiences that meet user needs. Get in touch now to design a winning CX strategy that delivers results.