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    Richardson 2015

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    Hứa Bảo Trân
    While good user experience (UX) design is important, it does not always lead to a great customer experience. UX focuses mainly on usability, but customers also value other aspects like customer service, reliability, and personalization. To improve the overall customer experience, companies need to gather feedback across all touchpoints and address issues that may fall outside the scope of UX, such as performance issues or unhelpful call center agents. Designing with the full customer journey in mind is more likely to result in high customer satisfaction than only optimizing for usability.

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    Richardson 2015

    Uploaded by

    Hứa Bảo Trân
    7 views5 pages
    While good user experience (UX) design is important, it does not always lead to a great customer experience. UX focuses mainly on usability, but customers also value other aspects like customer service, reliability, and personalization. To improve the overall customer experience, companies need to gather feedback across all touchpoints and address issues that may fall outside the scope of UX, such as performance issues or unhelpful call center agents. Designing with the full customer journey in mind is more likely to result in high customer satisfaction than only optimizing for usability.

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    While good user experience (UX) design is important, it does not always lead to a great customer experience. UX focuses mainly on usability, but customers also value other aspects like customer service, reliability, and personalization. To improve the overall customer experience, companies need to gather feedback across all touchpoints and address issues that may fall outside the scope of UX, such as performance issues or unhelpful call center agents. Designing with the full customer journey in mind is more likely to result in high customer satisfaction than only optimizing for usability.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    7 views5 pages

    Richardson 2015

    Uploaded by

    Hứa Bảo Trân
    While good user experience (UX) design is important, it does not always lead to a great customer experience. UX focuses mainly on usability, but customers also value other aspects like customer service, reliability, and personalization. To improve the overall customer experience, companies need to gather feedback across all touchpoints and address issues that may fall outside the scope of UX, such as performance issues or unhelpful call center agents. Designing with the full customer journey in mind is more likely to result in high customer satisfaction than only optimizing for usability.

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    © All Rights Reserved
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    of 5

    Great UX Doesn’t Guarantee a Great Customer Experience https://hbr.org/2015/08/great-ux-doesnt-guarantee-a-great-customer-ex...

    1 of 5 7/27/2020, 2:23 PM
    Great UX Doesn’t Guarantee a Great Customer Experience https://hbr.org/2015/08/great-ux-doesnt-guarantee-a-great-customer-ex...

    2 of 5 7/27/2020, 2:23 PM
    Great UX Doesn’t Guarantee a Great Customer Experience https://hbr.org/2015/08/great-ux-doesnt-guarantee-a-great-customer-ex...

    3 of 5 7/27/2020, 2:23 PM
    Great UX Doesn’t Guarantee a Great Customer Experience https://hbr.org/2015/08/great-ux-doesnt-guarantee-a-great-customer-ex...

    4 of 5 7/27/2020, 2:23 PM
    Great UX Doesn’t Guarantee a Great Customer Experience https://hbr.org/2015/08/great-ux-doesnt-guarantee-a-great-customer-ex...

    5 of 5 7/27/2020, 2:23 PM

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