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, 2015” shows the connection between CX and loyalty.

1601_ROIofCX_Poster

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

1510_CXMatters_PosterHow 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.

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 (tought).

1404_CXFluffVsToughThe bottom line: Hopefully you’ve become a CX smarty!

 

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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

  1. Very helpful – thank you

  2. Reblogged this on LikeShareGrow// and commented:
    Just had “CX” or “Customer Experience” added to your job description? You might enjoy this handy crash course — with thanks to Customer Experience Matters.

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