Three Layers of Application Design – Understand the problem, design back-end solution, and design front-end user interface. In this same order.
VOC helps in retaining customers and possibly getting new customers with a positive word of mouth. VONC helps in new customer acquisition by addressing gaps or missing elements that are important to current non-customers.
Customer experience management is a vast field with many factors and variations. But simple things like right behaviors and communications help in enhancing customer experience significantly.