What do people value most in their customer experience?

Posted October 25, 2022 in
Did you know that nearly 80% of US consumers say speed, convenience, knowledgeable help, and friendly service are the most important elements of a positive customer experience?

According to a PWC study: 
"Customers expect technology to always work (and are unlikely to take note of new
technology unless it malfunctions or interrupts the seamless, friendly experience).
They want the design of websites and mobile apps to be elegant and user-friendly;
they want automation to ease experience. But these advances are not meaningful
if speed, convenience and the right information at the right time are lacking."

This is why when we talk about building a net new website or redesigning an existing one, we always bring up a long known architectural principle that says "form follows function" meaning that we need to prioritize ease of use over obsessing about the look and/or "cool" animations to make for a better customer experience. This coupled with the knowledgeable help of your They Ask, You Answer content makes for the best customer experience. 

What do you think and also, what do you disagree with?
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