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Nobody wants to lose a customer, but just how important is having a high customer satisfaction? 

Onboarding a new customer might cost anywhere between 5 and 25 times more than keeping an existing one, according to statistics compiled by Harvard Business Review.

These data points make a lot of sense when you consider them in depth. You don’t need to spend nearly as much money on marketing, sales, customer training (depending on the industry), and all of the other costs associated with customer acquisition when you make your customer happy.

Additionally, loyal clients are more likely to be pleased with your good or service, making them walking recommendation of your product and services.

So How Do Make Customer Happy with The Power of Design? Hohoho…

1. Design Smooth Onboarding Process

First impressions matter a lot. The majority of customers will automatically recall their first interaction with your business once the initial exhilaration of receiving the new goods or service wears off. They’re lot more inclined to stay if it was positive to do so.

A successful onboarding procedure can position you for success for years to come as it is a crucial component of customer satisfaction. It should be hands-on, individualised (as much as feasible), and emphasize reducing friction to the greatest extent possible.

  • Can I register successfully? What is the benefit I get?
  • Can I find the information that I need? Browse, search, filter, etc.
  • Can I accomplish my goals without distraction?
  • Can I get help when I encounter difficulties?
  • Can I feel great about myself when I shop here?

2. Personalised Experience Along The Customer Journey

This is fairly obvious. Have you done it? Many companies are working in silo, for example the homepage department at the front are probably too faraway from review department at the back.

No two consumers are the same, thus they might be asking for personalised experience from your brand. How do you achieve this with Design?

  • Many companies research target market very attentively and design the interface based on their target market preference.
  • If you have existing customer base, then look at their purchase history. Create recommendation products based on their previous orders.
  • Build trust over time by providing great service. Consistently deliver great value for your customers, in terms of product, price, delivery, support, and many more.
  • And also personalised experience based on your industry. What does gamers like? What does millennial prefer? What does young female adults choose? etc.

3. Become Part of Their Lifestyle as The One and Only

Start with a mission! You might have ever seen Simon Sinek’s “Start with Why” TED talk, you likely already understand the value of establishing a mission or “reason why.”

Customers desire not only to be treated like numbers in your order quantity report, but also want to see the humanity behind your brand. If your mission is aligned with their mission, they will more likely choose your brand or service.

To be able to do this successfully you can learn my previous article:

For no. 4 and no. 5 I will explain more in the next article… Stay tune and subscribe to Design Impacts Newsletter. 😊

4. UX localisation: Adapting Experience to Local Expectations

Consider that you sell a product. Things are going well after years of effort and constant turning, and you start to consider how significant this could be in Southeast Asia. However, you are unsure of where to begin.

Or perhaps you’re already struggling to keep up with versions, rules, and cultural standards while managing four (or ten) different languages. You’ve managed to stay afloat through trials and errors or just plain turmoil. Especially when you are not familiar, you already know this is gonna be a full handwork.

There is much more to UX localization than just UX design. It involves designing cross-cultural products from the outset while keeping global UX in mind.

5. What Is An Experience? How Do We Design The Right Experience?

Before you design anything for a new UX project, you must have a clear understanding of your objectives. They are two focus in mind, business goals and user goals. Nothing is more crucial for your success as a UX designer.

How well you can match those goals so that the business benefits when the user achieves their goal is the true test of a UX designer.

  • What the user feels
  • What the user thinks
  • What the user wants
  • What the user beliefs 
  • What the user remembers

So, What have you done today to make your customers happy?

First, take a commitment to design impacts. The most wonderful factor for company success is their happy and satisfied customers.

Customer who are using, advocating, aware, and commit to you. Customers are aware of your brand, familiar with your goods, and value of your services.

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