The world is quickly becoming a place where brands differentiate themselves not on product, or price, but on the quality of the experience they provide.
Obviously, you can keep (or lose) customers with a good (or bad) experience. But the impact of experience goes far beyond retention.
Your audience is weighing up customer experience when they choose whether to become your customers, Whether in-store, on the phone, or online, customer expectations are high. But on digital channels where you can’t offer personal service, how do you ensure the platform you build isn’t just functional, but experiential?
“I cannot give you the formula for success, but I can give you the formula for failure. It is: Try to please everybody.”
– Herbert Bayard Swope
At the core of every digital strategy we create, and guides each individual deliverable that comes from our team. We’re emboldened by the challenge of turning designs and code into interactions and emotions – it’s by delivering these experiences that we help our clients grow and stay relevant year after year.
Experiences Matter
When people interact with your brand digitally, impressions form quickly and stick for a long time. And people don’t keep their opinions to themselves – their point of view gets shared with friends, families, and total strangers. So when you’re creating digital experiences for people, the stakes are high.
Gecko Media was born in the digital era, so we’re no strangers to shifting UX and design trends – we’ve seen more than a few fads come and go. We evolve and innovate, drawing on the expertise of cross-disciplinary teams, but we have one touchstone: giving the best possible experience to the people using your site.
Creating human-centric experiences for your audience is about giving users exactly what they need, eliminating friction, and injecting a bit of brand personality into the process. To do all that effectively, requires a strategy.
Strategising for Success
At Gecko, we look at your brand’s entire ecosystem in order to create a digital strategy. This means getting a deep understanding of your business goals, how your site or app will serve your business, and what it will need to do for you. We want to understand how the experience we’re creating will fit into your existing workflows, collaborating with you to digitize those workflows where necessary.
It’s also important for us to really get to know your competitors. We want to understand who’s out there, how they set customer expectations, and where there may be opportunities to differentiate your brand or outperform the competition.
Most important of all, we go deep into the data to discover the behavior, motivations, and needs of your audience. This involves qualitative and quantitative research, surveys, and interviews – any information we can lay our hands on.
Building an experience is not just about following best practices. A strong digital strategy ensures that the most important audiences, functionality, design direction, and business goals are surfaced at the very beginning of the process, laying the foundations for everything else.
