Throughout the year, you have listened to customer feedback and promptly addressed customer concerns. Are you done with your budgeting cycle and prioritizing of your core CX outcomes, activities, and pain areas to innovate for next year? Having listened to your customers, have you considered implementing a CX Design technique that aligns with your business style to step up your CX strategy game?

If you’re unsure about which CX design technique to use, I recommend the CX book of Knowledge for ideas.

These are some techniques for your thought process 👇

You could choose to address pains and create delight through the PAIN POINTS VS GAIN POINTS technique. Commonly, businesses tend to address the pain but forget the gain point. Technique examples are Amazon’s Prime subscription service or Uber, and Safe car that offers cash-on-delivery to the marketplace and travel without boxing customers into the wallet or card payment option.

Another technique is to evoke joy, togetherness, and nostalgia by DESIGNING FOR EMOTIONS like Coca-Cola’s joyful holiday caravan campaigns and MTN’s “Everywhere we go” showing the power of emotions in cx.

You could also craft memorable moments and provide detailed satisfying conclusions (farewells) by following the KAHNEMANs PEAK-END rule eg Disney and Ritz Carlton’s personalized experiential examples. In Uganda, try Wild Waters Lodge which starts with white-water rafting by the Nile, through the natural growth, and ends in a serene environment.

What if you enhance experiences by focusing on a positive brand reputation ie THE HALO EFFECT? Look at Tesla’s success in promoting sustainable technology or you could influence customer behavior and drive engagement through NUDGING AND ALGORITHMIC NUDGING eg Spotify’s personalized playlists and recommendations.

What if you chose to consistently deliver on operational and brand commitments by ALIGNING PROMISES, the way Airbnb does with its accommodations and sense of belonging approach?

Lastly, offer seamless experiences across all channels using the OMNI CHANNEL approach. Starbucks’ integration of its mobile app, in-store experience, and loyalty program is an excellent demonstration of this technique.

As seen, each technique can be adapted to suit your specific business needs and goals if you are on a journey to win more intentionally with CX.

Reflecting on a dfcu Bank Flashback Thursday moment from this season last year: As you choose your technique, it is important to listen, address, and appreciate customers through various engagements like customer focus groups, forums, and customer-led meetings – like we do at dfcu. It was a wonderful engagement with Susan Opok Tumusiime, Executive Director Forum For African Women Educationalists (FAWE) Uganda Chapter, and our customers showcasing the significance of customer appreciation.

Which of these techniques resonates with you the most?

Thanks to my CXPA colleagues who contributed to the CX Book of Knowledge.