Sime Darby FC Website Is Recognized To Be The Best In Malaysia, Developed by XiMnet

Yes, the football arena of Malaysia has recognized our digital solution and creative design as the best in the country.

Congratulations to our dedicated team members who have worked very closely with Sime Darby FC in making this possible!

Read more about the review at: http://semuanyabola.com/carta-8-laman-web-rasmi-terbaik-liga-super-malaysia/ 

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The Alchemists Are Back!

It's been awhile 'cos boy, it's been a busy 2011. We rocked & we rolled. We'll let the list speak for itself.

For 2012, it's sailing on to the open seas to discover new horizons as well as to revisit some of our commitments.

Image credit: Mark Lloyd, Panerai Cowes Regatta 2010

For starters, we're making a renewed commitment to post monthly. This time it's going back to basics, rediscovering the one theme that makes our work so much fun: Customer Experience Design.

Why Customer Experience Design?

Someone once said, "Designing a product is designing a relationship." Every product and service is designed for our clients with that in mind. Every channel made available to customers creates an experience of a brand. Customer Experience Design is the stuff that makes designing interfaces, software and processes so exciting. But most importantly with social media and the proliferation of smartphones, the digital gap between customers and businesses is growing smaller every minute. The Internet is far richer and denser than it was before with so many tools and platforms available. It would be foolish to not optimize our digital channels for a richer customer experience.

The entire experience from landing on the website to filling out that form and receiving that email creates a series of moments. Moments of truths. These moments can make or break that relationship. It could mean customers and prospects giving that opportunity or heading to a competitor.

Connecting The Dots

How does XiMnet fit into this picture? After all, we're only a digital agency.

In truth, we too are that customer. We're customers and users of many products and services out there. As we interact with them, we learn that our own behaviours and responses are quite the same as our own clients' customers. We experience first hand the brilliance and pitfalls when using the various digital touchpoints out there: social networks like Twitter and Facebook, e-commerce websites like Amazon, corporate websites, email newsletters and so on and so forth . It makes us work even harder to design better solutions by piecing together these insights to create that lasting relationship on the digital front.

So in the next 12 months, we will share our insights and observations of customer experience designs. Good and bad ones.

Want to join us in our journey? Subscribe to our blog's RSS feed.

Or if you've seen or experienced great or bad experiences, drop us a comment. We'd love to hear from you.

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Digital Marketing and Customer Experience Design

Guys, there's an elephant in the room!

For almost 15 years, which I believe is about the full length of the e-commerce history, the digital marketing or similarly called interactive marketing industry across the globe seems not keen on paying attention to the idea of improving the service experience for customers.

The brick and mortar businesses and their subsequent e-commerce guys are mostly working independent of each others. The customer experience of these companies are broken. The chain of service and the delivery of the brand experience is sub-par.

Why hasn't anyone done much about this? I think the answer is fairly simple.

Most companies, for whatever's their worth are seldom customer-focused. Most companies in Malaysia or across the world, be they listed/berhad companies, SMEs or small enterprises tend to be process focused. In other words, they see their business from inside out, and a customer is often seen as an inconvenience. Now if you add the multiple channels that customers now interact with companies, and multiply the inherent intricacies with turf-ism, the occasional clueless leaders, fear of technology by some older folks, and technology-fetishistic IT guys looking for the latest gadgets and trophy apps to run, the Customer will often be knocked down from his throne.

The result is disgruntled, under-served, uncared and totally under-appreciated customers, who are looking out for better care, better intimacy and better service and buying experience!

So if you ask me where's the holy grail of the Internet?

The answer is an integrated customer experience, off and online. PC, and mobile and whatever other devices, all plugged in together with the focus on the customer's experience of your company.

Set the performance indicators, measure the success rates, listen to the feedback and keep on improving.

Obvious, no?

Well, yes, and all of us at XIMNET will be working to help our customers deliver this OUTSIDE IN experience.

Designing a customer-centric service experience that's unmatched. And that will be one helluva differentiation to take on your competitors.

So, the day will come when you, the people working in the sales & marketing department, the IT folks, the PR heads; when you think about getting help to connect the dots for your company and your customers; if you google for "DESIGNING CUSTOMER EXPERIENCE" and drop the usual "WEB DESIGN MALAYSIA", or "MALAYSIA WEB DESIGN", or even "DIGITAL AGENCY", then I think you are on the path of reclaiming winning this war.

GOOD LUCK, design experience warriors!

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