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Customer Experience: The Thought Process of a Consumer

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos

To enhance experience, you have to experience. When it comes to any business, keeping the customers content and the processes they have to go through makes a huge different. After all, it’s the customers that bring the profit. To often, businesses make the mistake of thinking like, well, businesses instead of like consumers. This can create a disconnect and hurt the customer experience.

Providing meaningly, reliable, and valuable experiences to consumers means understanding their thought process which can be broken down into a few small steps.

Initial interaction

First impressions are important and they can make or break how a person chooses to pursue their initial intent. First impressions are NOT a place to sell, but rather a place to create a warm introduction.

The Process

Nowadays people want the quickest and most efficient process plausible. This means delivering a high-volume of valuable information without overwhelming them. How do WE do that? The simplification of necessary information. For example, if someone asks us how to utilize our product for delivering a presentation to their team, instead of trying to explain the process in the best words we can find, we simply show them. This makes the process easy while still relaying the same information they would get via text.

The end result

This is important because it’s where most consumers will construct their overall opinion on an experience. The initial interaction and process will be nominal if any issues arise towards the end. This needs to remain warm. Most consumers seek validation at this point whether that be through a simple “thank you” or “your business is much appreciated”. A little goes a long way.

Having a thorough understanding of how consumers think can help better target their needs and heighten their experience. We’ve narrowed it down to 3 critical factors: time, simplicity, and trust.

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