CX for Smarties, A Beginner’s Guide to Customer Experience

We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). Since it’s important for anyone in the field to understand the core principles of CX, I’ve put together this post and called it “CX for Smarties.” Anyone who cares enough about CX to read this post is not a dummy.

What is CX?

This video shows the definition of CX (the perception that customers have of their interactions with an organization) as well as three elements of an experience (success, effort, and emotion).

Why Should You Care About CX?

This graphic from the report “The ROI of Customer Experience, 2016” shows the connection between CX and loyalty. This “Ultimate CX Infographic” also provides some of the compelling economics of CX:

1610_cxmattersinfographic_posterHow Do Organizations Affect CX?

To understand how companies create customer experience, you need to understand The Six Laws of CX (free eBook), which are described below in the short video and infographic.

6-laws

How Do You Build A Customer-Centric Culture?

Temkin Group’s research has shown that customer experience leaders demonstrate four CX core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. This video is a great way to learn about what it takes to deliver great CX:

Most companies have not mastered these competencies and remain in lower levels of CX maturity. This chart is from a post that discusses the shift from early levels of CX maturity (fluff) versus upper levels (tough).

1404_CXFluffVsTough

If you’re looking for help, Temkin Group can provide the insights, advice, and training to propel your customer experience efforts.

The bottom line: Hopefully you’ve become a CX smarty!

 

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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