Customer Experience Design Best Practices

What is Customer Experience Design?

Customer experience is the totality of impressions gained by your customers across various touch-points at the dealership. Customer experience design is a purposeful framework that the dealership creates, in order to provide an optimal experience to customers at these touch-points.

What are the Benefits of Customer Experience Design?

Customer experience design is an essential framework that improves:

• Customer journey
• Emotional connections between customers and dealers
• Customer loyalty

All the above benefits lead to building a win-win long-term relationship with the dealership.

What are the Best Practices to Plan a Successful Customer Experience Design?

To design customer experiences, you need to vector in various factors like consumer research, competitive research, dealer goal, mission, vision, market data, and more.

Here are some best practices to create a comprehensive customer experience design.

1. Clear Customer Experience Vision

It is important to have a clear, customer-centric vision for your dealership. And, this vision and the principles that drive it should be introduced to your employees as well.

Dealers must use these principles in your employee training and customer orientation.

2. Know Your Customers

One of the important customer experience best practices is to be aware of who your customers are and what they expect from you. This helps your dealership to connect with customer expectations and empathize with them.

3. Ensure Reachability

If your customers find it difficult to reach you when they need help, then you are likely to lose them.

For better communication and interaction, it is important to be easily available to them on the channel of their choice. This is possible only if your dealership designs it's customer experience around an Omni-channel communication plan.

4. Focus on Customer Service

Customer support should be available 24x7. If not in person, at least online support must be ensured in near real-time.

For instance, if your customer requires information on a weekend, they shouldn’t have to wait until Monday for a response.

5. Personalization Matters

Work to provide personalized service to each customer. This helps in creating memorable customer experiences.

6. Request Customer Feedback in Real-Time

Requesting customer feedback in real-time is important in fine-tuning your customer experience strategy. Apps like Buyerater makes the whole process seamless and easy for both customers and dealers.

For more customer experience design insights, benefits, and best practices, Contact Us.