redbox digial

"Thinking is the hardest work there is, which is probably the reason why so few engage in it.” Henry

Ford

Which is why a great customer journey involves as little thinking as possible…for your customers that is! 

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So what is the constant in all websites?

Why are they making me register to buy stuff ?

Why do I have to deselect insurance with every product

How do I open a trade account and access my negotiated prices and terms?

Why is this website so difficult to use?

Why cant I filter results as I want to ?

What’s in it for me if I sign up to a newsletter?

Why cant I checkout as a guest?

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Design for customers needs first

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Make it easy for them to spend money

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How it should be done

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Technology should be invisible or at least unobtrusive

• Usability is king

• Is your website obvious to use?

• Have you tested it with the target audience

• Cater for different preferences to navigate?

• Offers need to be relevant

• Buying needs to be easy

Don’t get caught up in fads

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Good use of technology to personalise

Good use of technology to personalise

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Good use of technology to personalise

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Technology that helps your customer

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How being multi-channel improves the customer journey

Customers don’t care about channels

In order to move to multi-channel business on the outside, it has to be multi-channel as well on the inside!

Somebody needs to have ownership of the customer journey and be empowered to create and enhance it

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Tips on how to create a good customer experience

Pick the right partner Try to get it right first time It’ll cost what it costs Quality is worth paying for Its not just about the front end Constantly chase perfection…it never stops!

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Remember the voice of customers…

Don’t make us think!

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Any questions?