Your user experience can’t be the only thing that’s customer-centric

Not so fast, responsive-design wizard! The job’s not done. Your contribution is essential, but in terms of responsiveness, the work has just begun.

The responsiveness that technology has brought to websites and apps has created an upturn in real-world expectations. Customers want businesses, their products, and their attitudes to provide highly-customized real life experiences, too.

The technology is perfect, but the people aren’t

It’s not enough to give your customers a positive online user experience because your content is responsive to their device. All of those perfect pixels come crashing down if your customer service department doesn’t provide the same kind of satisfaction.

Technology has become a crutch. Install a sophisticated phone system. Provide real-time order tracking. Make it possible for Siri to give customers a reminder when it’s time to order again. Automation complements good products and customer service. Yet, some businesses today behave as if technology is the sole solution, rather than an essential component of overall strategy and execution.

Aligning all the levels of responsiveness

It doesn’t take long for a business to get lopsided if they make the user experience their holy grail. In their desire to excel, they lose sight of the fact that in the end, it’s still going to be a human interaction.

People run your business. People buy what your business produces. Technology can’t replace that area of responsiveness. Here are a few ways to capture the essence of responsiveness and instill it in your people so that the products you make and their attitude towards customers rises to the same level as the technology.

Take aim

Does your business know the reason for its existence? Don’t go running for the company mission statement. Stop and ask yourself what you do that inspires or captures imagination.

That’s your purpose. When you distill this into a short phrase that can roll of the tongue, you’ve got the code that instills a sense of pride that’ll propagate through all levels of your organization. Everybody owns it.

What are you worth?

When your purpose is a mantra, your value proposition lines up behind it. When you know your why, the behavior to guide you becomes obvious. People discover they seldom need to be told what to do.

This used to be required only of company leadership. Today, every employee, especially those dedicated to serving the needs of customers, needs to understand what the business stands for and how to communicate value through actions that demonstrate purpose.

Out with the old

Behold, the business model. It outlines how your company intends to make money. Is it rigid?

Nothing today can survive in a static mode. Ask Garmin. The company pioneered the automotive GPS market. Then Apple introduced the iPhone. In less than 3 years, revenue at Garmin dropped by nearly $1 billion. The company lost close to 90% of its market value.

Garmin didn’t change their technology, but they did change their thinking. Today, the company specializes in high-end wearables. It earned them nearly $565 million last year, which is 8 times the revenue of just two years before.

Push innovation to the bottom

Flat design works well in places other than your website. Try doing the same thing to the hierarchy of your business. Innovation requires open collaboration. Some of the most successful companies have made it a mandate to banish bureaucracy, as they know this outmoded command and control system stifles initiative.

The idea that rank and status confers salary is outmoded. People today aren’t ruled by money. They’re also looking for ways to feel that their contributions are meaningful. Fulfillment for them creates value for your business.

What organizational obstacles can you eliminate? Each one pushes you closer to new ways of responsiveness. It happens because more information is shared.

The art – and science – of letting go

Responsive apps and websites have the look and feel of deep flexibility and customization. It’s as if they rebuild themselves for each customer. Can your products and business practices follow suit? And is your overarching strategy and execution – whether it involves the user experience on your eCommerce site or the interactions a customer has with your employees – designed to make your business thrive?

If you’re looking to integrate your business strategy with responsive web applications that fulfill your goals, turn to Creative Technology Partners. We create solutions that integrate with every step of your business and the strategic goals that drive it. For more information about our services, reach out to us today through our online contact form.