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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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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
January 18 2019
THE REFERENCE HACKS GOOGLE

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On Wednesday 16 January, you could have heard a pin drop at The Reference. That is quite unusual and in stark contrast with a normal workday at the office, when the atmosphere is usually buzzing. Why this sudden peace and quiet, you ask? Well, the first and for now only European Google Mobile Speed Hackathon was on! Over 50 Reffers took the train, metro, car or even skateboard and headed for the Google offices in Brussels. In the shadow of the European Parliament, they spent a full day working on the speed of our clients’ mobile websites. Our developers delved into the code to improve the actual speed. The UX-ers and analysts attended workshops in search of ways to improve users’ perceived speed. 
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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.