CX Management

Your Ultimate Guide to Customer Experience (CX)


We've put together this comprehensive and thorough CX guide to give you the tools and information you need to manage, strategize, measure and impact all aspects of the customer experience for your business.

What is Customer Experience (CX)?

Customer experience is the sum total of someone’s perception of your organization. You set the overall context of a customer’s experience: your product or service, messaging, and interactions at the sale and post-sale stage.  But the perception of how those touch points are experienced is the customer’s – and with the rise in social media sharing, it’s become mission critical for brands to invest in new technology and ways of working in order to control their own narrative.

Customer Story

For 100 years, BMW focused on a great product. This program puts the focus on customer experience.

Customer Experience Definition

If CX is your customers’ perception of your organization, customer experience management (CXM) is your strategy for controlling those perceptions. It’s gone out of fashion as a term as practitioners have shifted to thinking about CX as something you don’t just ‘control’, but track on a constant basis and make a central part of everything you do. It remains in use mainly because of Forrester’s use of the term in their Wave ranking of SaaS CX providers. For those keeping track of acronym shifts in the CX world, the favored strategies for most organizations has been from CEM, to EFM (Enterprise Feedback Management), to VOC (Voice of the Customer).

Customer experience management is a very old-school term – most brands have moved on to more sophisticated Voice of the Customer programs.

The importance of customer experience

Most organizations recognize the core case of good CX: delivering consistently on your brand promise, and providing customers an optimized experience, brings financial rewards. But that represents a shift from previous years, where brands chased after higher NPS, without connecting it to financial performance.

We see our customers as invited guests to a party. And we are the hosts.  It’s our job every day to make every important aspect of the customer experience a little bit better.

– Jeff Bezos, Amazon

As organizations evolve their CX mindset, they’ve recognized that CX is a means to an end. High CX metrics mean little without an associated uplift in financial performance.

5 benefits of improving CX:

  1. Drive revenue and customer lifetime value
  2. Increase brand value
  3. Boost customer loyalty and advocacy
  4. Keep close to customers and changing behaviors
  5. Reduce costs and invest in the right things

How CX leaders outperform CX laggards:

  • #1 – By 2020, customer experience will overtake price and product as the key brand differentiator – Walker
  • 86% – of those who received a great customer experience were likely to repurchase from the same company; compared to just 13% of those who received a poor CX – Temkin Group
  • 6x – Between 2010-2015, CX leaders grew 6x faster than CX laggards – Forrester

Download the State of Customer Experience Management (CXM), 2019

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Key elements of your customer experience strategy

Delivering great customer experience drives improved business performance. And understanding customers’ expectations of your brand – and what is crucial to their satisfaction – will help you set priorities and de-risk your investments. Here are some of the core foundations of any good CX strategy:

1. Customer journey mapping

The first step in understanding the current experience is often customer journey mapping:  understanding the experiences your customers are having at each touch point. Often businesses deliver well on components of that journey, but without a customer-centric view they may fail at distinct points.  Viewing the journey – not just the touch points – helps to frame the experience from the customer’s perspective.

Learn more: 

Webinar: The 5 Competencies for Customer Journey Mapping

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2. Cross-functional collaboration

Consistent delivery across the journey can be a challenge, often increased by a business’ siloed operations. Until the entire business understand their impact on customers’ experience, progress will be limited.  For example, billing and credit operations might see themselves as removed from frontline delivery – but to a customer, difficult billing experiences can override positive store or digital experiences.

Cross-functional experience governance helps the business to break down those silos and improve the customer journey experience in meaningful ways.  Committing to a customer centric view helps to realign existing processes and allows the business to deliver improved experiences.  An effective and productive customer experience strategy is built on that multi-disciplined engagement; making certain employees understand that each person in some way touch that experience.

3. Always-on listening

In order to design a CX strategy that is fully customer centric, businesses need to understand where they currently are in delivery on the customer journey and to identify effective means of improvement.  CX programs can deliver that real-time insight into what customers are experiencing and how those experiences impact their engagement with the brand.

In order to deliver consistently on the elements of the brand experience that customers most value, it is extremely productive to listen continuously.  Soliciting – and reporting – real-time customer feedback across the range of touch points and experiences helps to identify and prioritize things to improve.  Because customers will tell their stories, both positive and negative – whether you are listening or not.

4. Communication

Communication of actions taken to improve the experience is essential:  customers want to know that you are not just listening, but acting.  And the positive word of mouth that results from direct customer engagement and problem resolution is a huge contributor to how the business is seen by both current and potential customers.

Customer loyalty is earned by consistently delivering on your brand promise, as experienced by your customers.  Doing well on what your customers most value is the key to CX success.  And acknowledging and resolving experience failures builds trust in the brand.

Discover how you can collect, analyze and act on customer feedback using the Qualtrics XM Platform.

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Measuring customer experience

The most important thing to remember about measuring CX is it’s not about the metrics themselves. Chasing a higher NPS or CSAT isn’t the purpose. The purpose of measuring your CX efforts is to:

  • Track progress on actions taken
  • Identify improvement areas
  • Calculate the ROI of CX
  • Prioritize your actions and invest in the right things

It’s crucial to combine any X-Data metrics like NPS with O-Data metrics like average spend and customer retention. Because your NPS could be sky-rocketing, but that may be because unsatisfied customers have deserted you.

Types of CX metrics

  • Net Promoter Score (NPS) – There is a heated debate on the value of NPS, but at a basic level NPS gives you a snapshot of overall customer advocacy. However, within your organization you need to set expectations around its use and limitations. It doesn’t work as well at a transactional level, and there are issues with cultural differences and a lack of alignment between scores and interpretation (e.g. if someone gives you a ‘6’ rating, are they really a detractor?).

Free Download: Net Promoter Score Survey Template and Questions

  • Customer Effort Score (CES) – The Customer Effort Score can help you understand the basic functionality of your digital offering and its relevance to your customers’ needs. This metric focuses on the ease with which a customer can complete any given task.
  • Customer Satisfaction (CSAT) – CSAT helps you understand how satisfied your customers are with your company’s products and/or services. When you collect this data at various touch points, you can start to identify key drivers of positive or negative experiences at different points in the customer journey.

Free Download: Customer Satisfaction Survey Template

 

Customer Story

How Allianz achieves customer-centricity every day in the B2B world

How to improve customer experience

Your most unhappy customers are your greatest source of learning.

– Bill Gates

Focus on delivering what your customers value most

It’s crucial to understand your customers’ view of your brand and the moments that matter most to them. A consistent, day-to-day delivery on your brand promise is crucial to retaining customers and growing your base.

Understanding what elements are crucial to your customers helps to prioritize action and investment.  In any list of experience elements, there will be ones that fall to the bottom. They key is to be sure that the lowest-performing elements are also the least important ones to your customers.  That alignment – typically derived from key drivers – helps to keep the business focused and KPIs relevant.

Listen carefully to what your customers tell you – and then act on that feedback

One very productive approach is to use closed loop processes to respond directly to customer concerns.  In B2B CX, it’s even possible to follow up with customers who give low satisfaction scores or are NPS detractors.  Given you’ll usually get fewer responses than in B2C, and have a closer relationship with each customer, this kind of approach can be highly productive.

In B2C, you’ll often have a much higher response rate to any surveys you send out. So while you should absolutely fix anything customers raise as an issue, following up with low-scoring individuals is often unproductive. Especially if your managers haven’t been trained and coached for those discussions.

Show you’ve taken action

CX programs are ongoing discussions between a brand and its customers. As such, it’s crucial to demonstrate you are taking action on the feedback, even for those respondents who have not specifically asked for contact.  Including a simple message alongside customer-led initiatives – e.g. ‘You Spoke. We listened’ – demonstrates that providing feedback is not just a tick-box exercise within the business.  Customers are far more willing to provide experience feedback if they believe the business takes it seriously and acts on it.

Do what you do so well that customers will want to see it again and bring their friends.

– Walt Disney

Digital Customer Experience

Businesses can improve both their integration of the digital channel and optimize the brand experience by understanding key digital components. Here’s a few ways to approach digital CX optimization.

Tactical

It’s the less sexy side of digital CX, but understanding page loads and purchase process barriers are crucial to digital conversion.  The approach is diagnostic in focus and often will use metrics like Customer Effort Scores (CES).  That is, how difficult is it for your customers to use your digital channel effectively and whether they were able to complete their task.

Strategic

Understanding the role your digital channel plays in the overall customer experience (from consideration to purchase) is more difficult – but absolutely crucial.  Businesses often look at basket abandonment as a failed conversion.  But understanding that a customer is not wholly abandoning, but may actually be mid-purchase can be strategically essential.  Particularly in consumer products, customers may go online to review potential purchases – but then go into a store to test or experience the specific product.  That customer might purchase in store – but their digital experience would have had a significant impact on their purchase behavior.

Channels

Understanding the role each channel plays is crucial to maximizing the overall brand experience. Because your customer doesn’t typically think in channels: they want to solve problems and find options.  Multiple channel contact may be essential in conversion. Appreciating the different role each channel plays reorients your business to be more customer-centric.

Learn how to design a world-class digital customer experience program.

Download our guide to CX programs