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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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Why you should hire an On-Site expert

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It’s not always easy to find the right employee for your team. Someone that truly fits the part. But don’t worry, we can help you find the right person with the particular knowledge and expertise you’re looking for. Hiring a consultant of The Reference On-Site comes with multiple advantages. We’ve selected 4 for you.
Blog Strategy and consultancy
January 20 2020
Want to reach millennials? Then hire one!

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Millennials. They’re described as the privileged snowflake generation that doesn’t live to work and wants more free time than the average retiree. Yet, none of that is true. They’re just a new generation with its own standards, hopes and worldviews. Of course, as a business that means you’ll need different tactics to approach them, which often seems to be a very complex matter for brands that consolidated during the generation of the baby boomers or generation X.
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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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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.