Don’t lose sight of the founding elements of customer experience

“It’s easy to forget, in a world of incredible possibility and infinite creativity, the power of simplicity and the importance of a solid customer experience foundation. This is especially true related to online user experience… As we look forward in anticipation of what’s to come, it’s important not to lose sight of managing the founding elements of customer experience.” – Leigh Duncan

Read Leigh’s article “Five Experience Fundamentals” from gotomedia for her proposed founding elements of customer experience.

1. Investing in the customer experience turns customers into advocates
2. It’s not “user” experience, it’s “people” or “customer” experience.
3. A quality user experience is an essential, sustainable competitive advantage
4. Collaborating to provide insights can lead to positive customer experiences
5. It is the experience first, then the messages