BIG ANNOUNCEMENT! The ACXS™ training and certification program is now available online. Get instant access to 25 video lessons and become certified as an Accredited Customer Experience Specialist – the first choice certification for CX disrupters.
You will learn how to connect with your customers at a deeper level, understand their expectations, where they came from and how to change them, uncover hidden needs, articulate ‘Successful Customer Outcome’ statements and build ideal experiences that deliver on these things.
Measure the CX6, calculate Return on Experience Investment, implement Proactive Experience Recovery, learn how to redefine CX in your company…and much, much more.
Things are a bit crazy right now, we’re all stuck at home, we’re all looking for ways to make the most of our time, we’re all trying to be as productive as possible – Why not become an Accredited Customer Experience Specialist Online, On-Demand, On Your Terms?
Use code ‘special50’ to get a massive 50% discount, taking lifetime access to the training down to from £860 to only £430!
And if that wasn’t good enough you can spread the payments out over 4 crazy low payments of just £107.50
What is the definition of Customer Experience? The definitions of customer experience are many however in 99% of cases incorrect. Why so? Well simply because they are from a company viewpoint, that is ‘Inside-Out’.
A truly customer-centric definition needs to see customer experience through the customer’s actual experience. Accordingly, the CX definition the BP Group and partners endorse through our training, mentoring and consultancy is:
A customer experience is the sum of the thoughts, feelings and interactions a customer has about and with different products and services during the achievement of a goal or outcome
James Dodkins aka ‘CX Rockstar’
This talks neatly to the point that the experience starts with a need and finishes when that need has been fulfilled. It goes way beyond when the process for the company starts and ends.
So next time someone challenges you to define ‘what is customer experience?’ give them that.
You may even get people confusing customer experience with customer service but that discussion is for another day 😉