Una guida alla Customer Experience

NOTA AICEX: non sempre tutti conoscono la CX in ogni suo dettaglio. Vediamo insieme quali sono i principi di base.

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, 2014” shows the connection between CX and loyalty.

CXLoyaltyCorrelation

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

1410_StateOfCX_POSTER_CutoffHow 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_CXFluffVsTough

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

Source: http://wp.me/p5dex-6BL

AICEX

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