How Mere Words Can Shape Enterprise Trajectory
Businesses at all levels are beginning to actively engage with the problems of user experience because they have seen the profound effects of excellent interactions with customers: more re-purchasers, more customer referrals, greater customer loyalty, etc. The list of benefits goes on and on. I’m not going to discuss the need for interaction design and customer experience management right now. Research shows that “90% of companies feel that customer experience is very important or critical in 2010, and 80% intend to use it as competitive differentiation.”1 Most companies understand that need and those that don’t will soon be left behind.