{"id":2266,"date":"2021-05-05T06:27:11","date_gmt":"2021-05-05T06:27:11","guid":{"rendered":"https:\/\/www.skillnetinc.com\/?post_type=blogs&p=2266"},"modified":"2024-09-09T04:17:59","modified_gmt":"2024-09-09T04:17:59","slug":"the-mechanics-behind-successful-customer-experience","status":"publish","type":"blogs","link":"https:\/\/www.skillnetinc.com\/es\/resources\/blogs\/the-mechanics-behind-successful-customer-experience\/","title":{"rendered":"The mechanics behind successful customer experience"},"content":{"rendered":"

Delivering Successful Customer Experience<\/strong><\/h2>\n\n\n\n

Being a maker of modern commerce isn\u2019t just about building cool looking retail applications and utilizing the latest and greatest architectural patterns. It\u2019s about a complete and holistic approach to delivering a superior customer experience. Right now, as we enter the New Normal, everyone seems to be talking \u201ccustomer experience\u201d and that\u2019s certainly a step in the right direction. But what are the mechanisms required to deliver a successful customer experience that will differentiate and separate your retail business from  the competition?<\/p>\n\n\n\n

Focus on the Customer<\/h2>\n\n\n\n

While it\u2019s important to have a strong and stable backend supporting your retail applications and systems, without a focus on the front-end experience all those great integrations and data sharing won\u2019t matter once the retail application is deployed in stores. If the experience isn\u2019t usable and fails to meet the customer\u2019s needs, whether the customer is the consumer or employee, the application will collect dust on a shelf and not be used. This will result in an application which will be a complete waste of money.<\/p>\n\n\n\n

Focusing on the front-end means talking to your customers and finding out what they want and need. What\u2019s also important to remember is that many customers may not know what they want and need. Or, worse, be wrong about what they think they want or need. If you get this wrong then you\u2019re back to \u201cApp on a Shelf\u201d. So how do you get this right?<\/p>\n\n\n\n

Modern Methods for Modern Commerce<\/h2>\n\n\n\n
    \n
  • Agile<\/li>\n\n\n\n
  • Design Thinking<\/li>\n\n\n\n
  • DevOps<\/li>\n<\/ul>\n\n\n\n

    Usually, the first modern development methodology that comes to mind is Agile. While certainly not without its problems, Agile is a far cry and way above the traditional waterfall approach. It also has many different incarnations such as Kanban and Scrum that allow teams to find out what works for them. But what\u2019s most important is keeping Agile as a philosophy and remembering the key values of Agile and not let yourself get caught up in the processes and \u201crules\u201d of Agile. Trust your teams to build working software through constant collaboration with customers and never be afraid to respond to change.<\/p>\n\n\n\n

    As you work in an Agile environment, Design Thinking becomes a critical piece of the development puzzle. By working interactively with the Design Thinking steps, and not being afraid to work the steps out of order, you can build better applications, prototypes, and a customer experience that will better serve your business. Design Thinking is about making sure you hit all the important concepts. You have to start with talking to your customers and determine what they want and need. Then you need to define these wants and needs as requirements. Next, have brainstorming sessions with your team to develop new and innovative ideas. Building a prototype based on these ideas will allow you to do some testing and get some valuable feedback. This feedback will tell you what you need to do next. Maybe you need to go back and talk to your customers again. Maybe your requirements were off. Maybe your idea needs a few tweaks.<\/p>\n\n\n\n

    With both Agile and Design Thinking it\u2019s time to get technical. This is where DevOps comes in. Like both Agile and Design Thinking, DevOps is an iterative approach that constantly loops back on itself to improve and proactively produce working software that is usable, desirable, and feasible. The cycle of DevOps allows for working releasable software to be in constant production. By always building releasable software on a consistent basis, you can easily react to new customer requirements instead of having to wait for a yearly scheduled release.<\/p>\n\n\n\n

    Continuous Improvement in Retail Customer Experience<\/strong><\/h2>\n\n\n\n

    The only way to improve is to collect and analyze quality feedback from your customers. There are multiple ways to generate this feedback. On one end of the spectrum are surveys. These can be sent out to customers as an email where, hopefully, enough customers will participate to create adequate actionable feedback. On the other end of the feedback generation spectrum is direct one-on-one interviews with customers. This may be more difficult with consumers than employees but it is extremely worth the effort. This is how you find out whether or not you truly understood what your customers desired and whether or not you delivered. The key here is that negative feedback is good. Negative feedback is actionable. Positive feedback feels good but doesn\u2019t really give a viable means to improve. And if you\u2019re not improving then you\u2019re stagnating and if you\u2019re stagnating then your competition is about to pass you by. In between surveys and interviews are focus groups where the opinions of groups of customers are solicited. This is another  great way to gather large amounts of feedback quickly and in an inexpensive manner.<\/p>\n\n\n\n

    In summary, using modern methodologies, focusing on end customer experience, and gathering continuous feedback will allow retailers to deliver a successful customer experience to consumers and employees. It will also keep you to ahead of the competition by differentiating your businesses.<\/p>","protected":false},"excerpt":{"rendered":"

    Delivering Successful Customer Experience Being a maker of modern commerce […]<\/p>\n","protected":false},"author":1,"featured_media":2614,"template":"","categories":[13,5],"tags":[],"ppma_author":[11],"class_list":["post-2266","blogs","type-blogs","status-publish","has-post-thumbnail","hentry","category-digital-engagement-and-experience","category-retail"],"acf":[],"yoast_head":"\nThe mechanics behind successful customer experience - SkillNet Solutions<\/title>\n<meta name=\"description\" content=\"SkillNet reveals key strategies for successful customer experiences through Agile, Design Thinking, and DevOps, enhancing retail business performance.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.skillnetinc.com\/es\/resources\/blogs\/the-mechanics-behind-successful-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"es_MX\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The mechanics behind successful customer experience - 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