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Is Your Customer Experience Actually Built for Your Customer?

Duration - 60 minutes

Key Takeaways

  • Test different approaches: Regardless of the platform you're using, it's crucial to test different approaches to see what works best for your business.
  • Prioritize mobile experience: With most customers shopping, browsing, and buying on their mobile devices, it's essential to optimize the mobile experience.
  • Understand decision-making principles: Recognize that all humans make decisions based on certain universal principles. Understanding these principles can help you design a better customer experience.
  • Leverage social proof: People often make decisions based on what others are doing. If your customers see that others are buying your product, they're more likely to do the same.
  • Apply behavioral science to design: Use frameworks from behavioral science to design your customer journey. This can help you better understand and influence your customers' decisions.

Summary of the session

The webinar, hosted by VWO’s APAC marketing team, featured insightful discussions from Chris Andrew, Director at 10XL and Cole Armstrong, Director at NeuroSpot. The speakers emphasized the importance of creating an exceptional customer experience, particularly for new and challenger brands. They highlighted the power of storytelling and emotive language in product descriptions to increase customer motivation and trust.

They also discussed the importance of brand storytelling, even on product pages, to build trust and differentiate from competitors. The webinar also touched on the importance of accessibility, with a sticky ‘add to cart’ bar as an example of efficient design. The speakers concluded by stressing that optimizing customer experience goes beyond transactional KPIs.

Webinar Video


Disclaimer- Please be aware that the content below is computer-generated, so kindly disregard any potential errors or shortcomings.

Muthulakshmi from VWO: Hey, everyone. Good afternoon. Thank you so much for, joining, VWO’s first webinar dedicated exclusively for New Zealand. I have with me, Chris Andrew and Cole Armstrong. I think they would do ...