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 element from the “Ultimate CX Infographic” also provides some of the compelling economics of CX:

How Do Organizations Affect CX?

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

How Do You Build A Customer-Centric Culture?

Temkin Group’s research shows that customer experience leaders demonstrate Four CX core competencies:

  1. Purposeful Leadership: Operate consistently with a clear set of values.
  2. Compelling Brand Values: Deliver on your brand promises to customers.
  3. Employee Engagement: Align employees with the goals of the organization.
  4. Customer Connectedness: Infuse customer insight across the organization.

The details of the Four CX Core Competencies can be seen in a free report and in this infographic:

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!