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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
May 24 2018
On top of building habit-forming products – be the scratch to your customers’ itch

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An old wrestling expression says that you can’t get pinned when you’re on top. Being consultants we constantly read interesting books, try out promising techniques and follow new courses to stay on top of things so you, our customers, stay on top and don’t get pinned down.

This week we look at “Hooked – How to Build Habit-Forming Products” by Nir Eyal. It’s to the point and a must-read for strategic consultants, marketers and experience designers but especially for business owners interested in driving customer-engagement.

 
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The Reference is nothing without its customers. Carglass is the car window repair and replacement specialist for whom we've built a fully responsive Sitecore website. Read more about this client.