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CX in website design

CX is how your customers feel you treat them

Why CX really matters

Customer Experience Science

As the internet continues to mature, so too do our consumers.  The massive number of sellers of every imaginable product complicates matters. Every seller has the same objective, get a customer and hang on to them.

How do you ...

  • keep your customer happy?

  • not be a pest?

  • avoid making mistakes?

  • know when you're failing?

CX and UX working together

CX matters for your website
  • Good CX is what makes someone tell someone else about your company
UX matters too
  • Good UX attracts new customers but without a focus on CX they quickly become disillusioned and leave.
Only 1 in 26 dissatisfied visitors, regardless of customer or user, will actually complain to you about their experience but about 9 of them will tell others they were dissatisfied

Companies Good at CX

  • Innovative

  • High Employee Morale

Companies Bad at CX

  • Cost Cutting

  • Responsibility Avoidance

Good CX

  • Strategic

  • Customer culture

Poor CX

  • Tactical

  • Higher employee turnover

CX Mediocrity

Ho-hum: stores are like websites.  You walk in, look around, and not a clerk to be found anywhere.  Find what you want, go to the cashier and pay.  The cashier really doesn't care that you're there.  You might actually have interrupted his nap.  Still no interaction.  Leave with your purchase.

Wow!  That's a great CX!

Imagine: websites are like stores.  You arrive at a page, any page.  A customer service agent (CSA) welcomes you and offers to help.  They guide you through locating the product, and even explain the difference between the two models available.  You add it to your cart and check out.  A day after the product is delivered, you get an email from the CSA asking if the package arrived on time, were there any issues inside the box, and did the product meet your expectations?  

FullStory Partner

Capture visitor activity
No performance impact
Not video recording
Data stored for every action
Data event search
We'll get you started

Put FullStory to the test ...

Great CX requires engagement

24x7 engagement requires a Bot strategy

Shapes and Pages - Drift Partner


Exceptional lead qualification with powerful and complex scripting for visitor engagement

There are many chat systems to choose from. If you want leads, Drift is our first choice. Drift provides exceptional 24x7 visitor engagement with sophisticated lead qualification and a powerful scripting capability to fully engage your of visitors

Shapes and Pages - Intercom Partner


For high return visitor engagement with both real time and bot qualification

More than just Chat, lets you engage with visitors 24x7. Includes follow up messaging, appointment scheduling, and an outstanding integration platform.

Shapes and Pages - ChatBot Expert


Interact and qualify visitors in real-time 24x7

Interactive engagement for your visitors 24x7 that also provides multiple phrase versions and response analysis.

Shapes and Pages - LiveChat Certified Expert


Real time visitor engagement

LiveChat Certified Experts - High ROI for real time visitor engagement.