CX for Smarties, A Beginner’s Guide to Customer Experience
February 23, 2015 2 Comments
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?
Why Should You Care About CX?
This graphic from the report “The ROI of Customer Experience, 2015” shows the connection between CX and loyalty.
This “Ultimate CX Infographic” also provides some of the compelling economics of CX:
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).