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Customer Experience Design

Customer experience has become the single most important differentiator

Products and services are turning into commodities at an exponential rate. One of the few remaining differentiators today's businesses can use as a competitive weapon is the experience they (knowingly and unknowingly) offer to their customers.

The value customers attach to products and services is determined by the experience across the whole of the customer decision journey.

Whether you like it or not, all customer interactions engender an experience. Managing these experiences in a methodological and disciplined fashion has become imperative in today's business world. It is the single largest opportunity for creating and capturing value.

Customer Experience Design as a marketing discipline

From our collaborations with clients across a range of industries, from retail to B2B engineering, we have distilled a methodology for the sustainable management of customer experience.

Based on touchpoint and customer journey analysis, and infusing interactions with brand identity, we help you design for desired customer experiences and monitor the effectiveness of interactions.

You'll find more information on our methodology and how to apply it in our whitepaper "Customer Experience Design: a framework for a new marketing discipline".

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Discover our references in Strategy & Consultancy

Jules Destrooper

The Reference Antwerp developed a brand new website for Biscuterie Jules Destrooper. The result is astonishing and the whole team is, quite rightfully, extremely proud of it. It all started with... a cookie. Not only did it inspire the web design, but also the user experience. Design is Dead/The Reference took care of the whole package: from photography to design to development. 

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Blog Strategy and consultancy
October 21 2019
The Advantage of Digital Branding

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Let’s start with the question: “What is digital branding?” It’s a term that’s been thrown around a lot lately. But what exactly is it? We all know the principles of traditional branding. And at first, it might look as digital branding doesn’t differ a lot. But it does. It might be even better to see digital branding as an evolution of traditional branding, as they both share a lot of characteristics.
Blog Strategy and consultancy
October 1 2019
You don't know what your customers want, do you?

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To stay relevant in a digital world, your organization needs to be resilient and always prepared for change. B2B buyers, who are researching business challenges, do their research 68.5% of the time exclusively online. Only 31.5% is using traditional channels.* It is therefore imperative that your digital channels need to be fully aligned with your customers’ goals and contexts. To stand out in today’s markets, organizations must show deep understanding of their customers’ needs and offer compelling digital services that cater to these needs. But where to start?
Blog Strategy and consultancy
June 27 2019
Three ways how connected systems improve customer experience

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We all know the customer experience impacts the bottom line. Experience influences the decision to become a customer, remain a customer or recommend you to other people.

The customer experience is a direct result of how a business has designed its systems and processes. In other words: the backstage dictates what happens on the front stage.

Connecting these backstage systems and processes can dramatically improve the customer experience.

 
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It's more than digital, it's your business
The Reference is nothing without its customers. Melexis is the stock market-listed global player in the semi-conductor and sensors industry for whom we facilitated future company growth by updating the brand, building the completely new corporate website and giving shape to the use of online channels. Read more about this client.