Simplicity & Ease will push your business. One of the important things in designing customer experience is EASE. Ease of doing business can do wonders.
Flipkart has achieved that EASE, ATM machines offer EASE. The other day we were at Cream Center and guests waiting management was flawless. It was in order and quick communication was flowing from the people inside about tables available to the person managing waiting guests.
In many of the on/offline businesses customers have no clue when and whether things will happen as expected. Communication and business processes are not explicit. They are confusing. People managing are not adding any human angle and just follow what is told to them. The entire experience becomes confusing , irritating and mechanical.
Multiple option at coffee shops , insurance products , mobile plans are highly confusing and lack ease and simplicity. Product design , buying process , usage, communication & marketing all level deserves simplicity.
When you are out to create better customer experience keep EASE factor in mind , as it will add to delight and memorability. Customers have many complexity to attend to in their life, therefore EASE & Simplicity is at premium.
KISS - Keep it Simple Stupid , is really powerful.