Customers are searching but is your navigation - online, offline, mobile - up to the task of helping them find what they need? We explored this issue during the entire month of June at 360Connext.

1. June 2013

2. How do your customers find you? Then
when they do, are they finding what
they need? These days the choices seem
limitless and most of us do not have
time to make an adventure of it.
From store layout to event navigation,
findability is sometimes as important as
attracting customers.
Do your customers need a treasure map to
find what they need?

3. This month, we’re positioning our CXI® magnifying glass on
the topic of findability: Are Your Customers Finding What
They Need? We’ll examine how to make the experience
memorable for the good stuff- not the totally frustrating.

4. Want to get the first peek at our latest findings in customer
experience? Find out how we’re giving our newsletter a
facelift to deliver exclusive content, and take a look at what
it means to be a member of the CXI® Club.

5. Event navigation – the way attendees, presenters,
exhibitors and others find their way around a typically new
experience – has a long way to go. Should attendees be
responsible for planning their entire experience in
advance?

6. You’ve heard of death by PowerPoint, right? The same
thing can happen with customer experience. Presenters of
information, whether it’s a PowerPoint agenda or signs in
the airport, don’t always ask these key questions before
launching into design.

7. Humans like things that make sense, and the sales funnel
seems so simple. But consider the many ways your
customers can leave you through their journey. It is full of
potential ups and downs that can abruptly end the
experience.

8. Within expansive retail spaces, we hunt like the human
animals we are for the many things we need. Here are a
few ways retailers and others can create a better in-store
experience, and help customers find what they are seeking.

9. While we are constantly trying to unlock the behavior of
the customer in hindsight through surveys and pop-up
feedback polls, before we even get to that point it’s
important to answer one question: What are your
customer needs in the first place?

10. …but most of your customers will not do the same for your
product. Here is a classic example of the many obstacles a
customer may encounter through their journey, from the
perspective of a rare die-hard customer who is determined
to follow through.

11. 40% of ecommerce executives believe it’s harder to deliver
a positive customer experience on mobile than online.
The number one issue is navigation and findability for
mobile users. Here are four tips for providing a smooth
mobile journey.

12. Helping your customers find their way is so critical, it’s
baffling how it’s overlooked. Customers lose their way and
then wander out to find your competitors. Here are three
common mistakes to avoid while laying down the path.

13. In today’s world we have so many options and choices it is
easy to get lost. There is nothing more frustrating than
being led to a dead end. That is why we selected this 404
page we found on llt-group.com as an example for keeping
the loop closed.

14. (You gotta click for a closer look!)
Don’t let the “micro” part fool you- microinteractions often have a huge
impact on the customer experience. That is why we just can’t get enough of
‘em! So get social with us! Send us yours and maybe it will be featured next
month!

15. @jeanniecw
360Connext
Jeannie Walters
Pinterest
Instagram
RSS
Google+
CXI® Club
360Connext.com
@360Connext
CXI®Club Newsletter
Thanks to our community for joining us in our discussions about
Findability. Want to join in? You’ve already found us, so let’s stay in touch!