Your definition of customer experience is wrong (and what You can do about it Now)

Your definition of CX is Wrong

Your definition of customer experience is wrong, and here’s why, right, there are lots of different definitions of what Customer experience is, and if we put them together, we might end up with something like this, the sum of the interactions, perceptions and feelings a customer has with your company.

A frustrated CX Professional having a problem because CX seems too theoretical …..

You might think that’s a pretty decent definition, but you’d be wrong. Most of the definitions you find will run along the same theme. Okay, the problem is that theme is entirely inside-out. These definitions take a company view of customer experience, not a customer view of customer experience. Go figure. Let’s say that we’re an airline…..

Watch the video and get the full transcript from here


Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

๐Ÿ‘‰ Step #1 – Review the upskilling options to become an ACX Professional & ACX Master:

๐Ÿ‘‰ Step #2ย โ€“ Get The Book: Outside-In The Secret *FREE* ย

๐Ÿ‘‰ Step #3 โ€“ Connect With The Community:

๐Ÿ‘‰ Step #4 โ€“ Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |ย

๐Ÿ‘‰ Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (