Mar
26
2007
VUI Designers are Customer Experience Managers
Posted by: eolvera, in Speech Industry, Customer Experience
While browsing the web and reading articles about Customer Experience and their role in Customer Satisfaction, I ran across a great review by Dale Wolf where the relationship between a music band and their success when looking at their “relentless pursuit of the overall customer experience” made me realize that in a sense, us VUI designers play a significant rule in the Customer Experience field.
Even though Customer Experience is a topic that has been discussed quite a bit, I think the questions he presented are the same questions we should be asking ourselves and our customers in every engagement (adapted to our context of course):
- How unique is the service we are designing?
- Is our design filling a niche or are we attempting to satisfy everyone? (E.g. novice vs. expert users; potential customers vs. account managers)
- Would our users rate our designs (and the actual delivery) as a ‘virtuoso’ in our field?
- Will our designs make the companies implementing them to be considered a cut above the rest of the field?
- Are you like a breath of fresh air to our users?
- Will our users feel compelled to help these same companies in their marketing efforts by happily spreading the word and providing unlimited referrals? (that’s right, Cost Center mentality should be replaced by a Customer Experience-driven mentality)
- Are our users satisfied???