Experience Action

Defining Customer Experience

January 10, 2023 Jeannie Walters, CCXP Episode 6
Experience Action
Defining Customer Experience
Show Notes

❔"How do we define what customer experience truly is?"❔

Another AMAZING question 💪 Defining what customer experience (CX) means to your organization is essential. It's often presented as a very vague concept, which can lead everyone to make assumptions about goals and outcomes and leaves the door open for a lot of guessing from all parties. We need to remember that whether or not we are being intentional about customer experience or our CX programs, our customers are ALREADY having an experience. 

This week, Jeannie aims to help you define what customer experience means to your organization. She takes a look at key factors like...
- Aligning with customer expectations
- Tying strategy into the overall success of your CX program
- Action you can take to create a customer experience plan
- Why having a customer experience plan is important for your business

She also provides some FREE resources you can use to help get everyone aligned with the plan, which includes a handy formula to help you along.

Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com
Free CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
Free CX Success Statement Workbook -- bit.ly/cx-success-workbook
Free CX Charter Guidebook -- bit.ly/cxcharter

Want to ask a question? Visit www.speakpipe.com/experienceaction to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)