The Better Than Rich Show Customer Experience Design Principles | The Better Than Rich Show Ep. 10
Customer Experience Design Principles | The Better Than Rich Show Ep. 10
How To Design An Incredible User Experience
0-3:25 Introduction
3:25-4:35 Intro to how to design an incredible user experience
4:35-8:00 How to Empathize with the User (Relate and Remind)
8:00-8:29 Why does a company give a sub-optimal user experience?
8:30-9:00 Higher Ups forgetting what it’s like being a brand new user
9:00-10:00 Appointment set ups receiving automation
10:07-11:02 Meet your customer where they are at
11:03-12:01 Reducing friction
12:02-13:00 Optimizing user experience
13:01-13:31 Think with the end in mind
13:32-15:00 The importance of word of mouth
15:01-17:39 How do we want our customer to feel at the end of each experience
17:40-18:05 Unavoidable friction
18:06-19:40: Softening the unavoidable friction
19:42-21:10: Concept of Giftology
21:11-22:21: How to execute a system
22:22-22:59: Building long term relationships with systems
23:00-24:00: Technologies
24:01-26:05: Design and invent on the customers behalf to make their experience better
26:08-26:07: We want our customers to be over the moon excited about working with us
26.43-27:31: How to apply this to employees
27:32- 28:20: The importance of internal culture
28:21-29:33: People should be working in their genius
29:35-31:44: Creating space to speak the unspoken
31:45-32:29: Understanding your employees personalities to find their best fit
32:30-34:49: Creating the quickest and most painless onboarding process internally and externally
34:50-36:47: Sometimes your market moves fast so we need to provide value to meet them where they are at
36:48-39:09: People leave because they have better options
39:10-40:36: How to retain employees with ways of compensation
40:37-41:01: If you lead with money as compensation
41:02-41:56: Asking questions to create a incredible user experience
41:57:42:44: Personal mission aligned with business mission
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