According to IWFM, CX is a combination of customer care and customer service. It follows the end-to-end journey a customer is taken on, combining all the physical and emotional elements and attributes within service & care at every step of the way.
Customer experience exists whether you are intentional about it or not. After all, your customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey.
We are living in an era that demands right brained thinking and actions around engagement and CX. But even customer engagement has to be measured. Steve Bocska, CEO of PUG Interactive, has figured out how to measure engagement — and he may be onto something.
The value of customer experience (CX) design and management has been well-established. And CX maturity models have been used for several years to guide, measure, and improve companies’ performance on CX. Now that businesses are waking up to EX as an equally valuable organizational competence, an EX Maturity Model is needed.
It’s no secret that search engines are moving toward finding ways to measure this experience. Google’s page experience update (which is now officially rolling out) and the introduction of Core Web Vitals are a move in that direction.
Today, brands are focused on establishing a relationship with customers and look beyond the activity-based process of winning the customers’ hearts. This new outlook has also evolved the customer experience metrics that matter most than ever and will continue to drive the organizations’ customer-engagement operations.
Customer experience does not live in a void controlled by the marketing teams. Context is everything, and the culture within a company and the day-to-day experience of employees have a huge influence on the kind of experience that is delivered to the final customer.
When transitioning to become a customer centric business, your business will encounter many challenges. Having a solid change management strategy will prevent many mishaps from becoming bigger issues.
There’s a lot of negative press coverage for companies that deliver poor customer service. If you want to stand out, you need to rethink how you treat your customers.