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The 1080bots Customer Experience team specializes in helping our clients drive actions from their customers. From creating urgency to buy a product, generating curiosity about a service, or taking the time to review a product, customer service drives the experience.

 


Customer Service drives the experience

This is why interface design and the experience it drives is something that really resonates with us.

Understanding just how important the user experience is, is to understand that the user interface and the way it behaves is as much a part of overall branding as anything else.

We learned very early on, from some very smart people that a brand is something customers create for business.

Businesses don’t create brands, all they can do is offer a product or service, make it the very best it can be, position it clearly, make a case for why someone should buy it, and then give the customer the best experience possible time after time.

Customers experience the company and the products, and customers create brands. The best companies can do is work hard not mess it up.

Not that messing up is actually that bad. One of the past CEOs of FedEx said, (and I paraphrase) that a misdelivered package is like a gift from God.

The way you handle issues will either create an enemy, determined to make sure everyone knows how badly you failed, or a loyal, lifelong customer that would never go anywhere else for your products or services.

 


It’s all about how we handle those interactions.

We’re obsessed with the customer service focused chatbots we’re building. They’re smart, they’re connected, they’re helpful, and best of all they know when to get out of the way.

We’re working hard to build a true sense of empathy into all of them.

We want interactions to be helpful and kind while centering the experience solidly around the customer in every respect.

Interface design has changed radically since we worked for IBM, PARC, Sun, and Hitachi, but the facts remain the same. If you can make every customer touchpoint brilliant, even the bad ones, you’ll have a customer for life.

Want to learn more? Contact us at ez@firstretail.com, or fill out the form below and we’ll get right back to you.


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