Why user experience is critical to customer relationships
User experience is a priority that should, in some way, find a home within the design of any new-media strategy, writes Brian Solis.
“The reality is that the relationship businesses hope to have with customers through these new devices, applications, or networks and their true state are not one in the same. In fact, it is woefully one-sided, and usually not to the advantage of customers, which for all intents and purposes still affects businesses.
Rather than examine the role new technologies and platforms can play in improving customer relationships and experiences, many businesses invest in “attendance†strategies where a brand is present in both trendy and established channels, but not defining meaningful experiences or outcomes. Simply stated, businesses are underestimating the significance of customer experiences.”
