Customer Experience Online Training’s Post

1) Redefine Customer Experience CX is defined by customers. CXM is defined by your company. Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? If so, it’s good CX. CX is cumulative, encompassing pre-sale and post-sale. CX usually precedes — and extends beyond — interaction with your company. CX goes beyond interactions to include customers’ behind-the-scenes decisions and uses. CX involves numerous automatic evaluations by the customer, both functional and emotional. Overall, CX is about the customer achieving something in their life/business. (e.g. “ultimate outcome” or “job-to-be-done” (what the customer “hires” your stuff to do for them)) ➡️ Customer experience is customers’ realities compared to their expectations. This is the first step to modernize your CX practices intelligence (PI) from severely outdated CX PI. This excerpt is from a popular 2020 article by Lynn Hunsaker, CCXP before the pandemic erased much of our CX wisdom and put our profession into a whirlpool of mercenary CX immaturity. Stay tuned for daily modernized CX PI at Customer Experience Online Training, share it with your team and executives, and urgently enroll in ClearAction e-consulting. Don't waste another day operating on outdated CX PI. #CustomerExperience #CX #CustomerCentricity

The Clearing takes pride in leveraging CX Spark, our proprietary customer experience assessment, with our clients. Click to learn more about how this innovative tool can help you shape a better CX future for your organization. #customerexperience #cx #cxassessment #tool #peoplefirst

The Clearing takes pride in leveraging CX Spark™, our proprietary customer experience assessment, with our clients. Click to learn more about how this innovative tool can help you shape a better CX future for your organization. #customerexperience #CX #tools #peoplefirst

The Clearing takes pride in leveraging Spark™, our proprietary customer experience assessment, with our clients. Click to learn more about how this innovative tool can help you shape a better CX future for your organization in 2025. #cx #customerexperience #assessment #peoplefirst

The Clearing's people-first CX experts use CX Spark, our proprietary customer experience assessment tool, to help clients shape a better future for their organization. Click through to learn more. #cx #customerexperience #tools #assessment #peoplefirst

Redefining Customer Experience 🚀 Redefine Customer Experience (CX): What It Means for Your Business 🔑 CX is defined by customers, while CXM (Customer Experience Management) is defined by your company. Here's how you can elevate your CX strategy: Aspect Details What is CX? Customers’ realities compared to their expectations. Timeless & Cumulative CX has always existed, encompassing pre-sale and post-sale interactions. Goes Beyond Interactions Includes customers’ behind-the-scenes decisions and emotional evaluations. Functional + Emotional Automatic evaluations based on functional and emotional outcomes. Ultimate Goal Helping the customer achieve something meaningful in their life or business (“job-to-be-done”). 💡 The pandemic reshaped CX, pushing companies to modernize outdated practices and intelligence (PI). This perspective is inspired by Lynn Hunsaker, CCXP’s 2020 insights, reminding us of the need to rethink and refine CX in today’s rapidly changing landscape. 📈 Take Action: ➡️ Modernize your CX PI with the latest practices. ➡️ Share these insights with your team and executives. ➡️ Enroll in Clear Action e-consulting to avoid operating on outdated CX intelligence. ✅ Let’s build CX strategies that truly resonate! What does CX mean to you and your business? Drop your thoughts in the comments! 👇 #CustomerExperience #CXM #BusinessStrategy #ModernCX

Your customer experience success is determined by where you focus your attention.. Most companies miss the mark on customer experience because they focus on the wrong things: ✕ Over-promising and under-delivering ✕ Collecting feedback and doing nothing with it ✕ Obsessing over acquisition while neglecting retention ✕ Pushing endless upsells instead of solving real needs ✕ Pouring resources into new products no one asked for ✕ Spending millions on ads that customers don’t care about ✕ Offering flashy loyalty programs (when loyalty isn’t built this way) ✕ Automating customer service in ways that frustrate instead of help ✕ Sending unsolicited, irrelevant spam emails to thousands of people Focus on this instead: ✓ combining human touch with tech for accessible, empathetic support ✓ personalised communication from actually listening to customers ✓ using customer insights wisely to continuously improve CX ✓ clear, simple, and effortless interactions at every stage ✓ providing value that goes beyond the transaction ✓ building trust Remember, customer experience is built by how effortlessly you enable customers to achieve what they truly need. What else would you add? #cx #customerexperience #customerrelations

S is for Sustaining customer centricity. Many companies express this as their CX nemesis. Often it's because of the internal pressures to focus on transactional experience improvements. So when you an uplift in the form of sentiment scores, you can be fooled into believing you've completed the customer centric journey. However, these are 'peaks of false adoption' present CX as no more than a 'quick fix'. It requires very different ways of working to sustain customer centricity as a business practice. In our latest modern A-Z of CX, we explain why this is and how to move from a series of false peaks to a reliability from a sustained customer centric approach. #CUSTOMEREXPERIENCE #CX

Want to streamline operations? Start with your customers. Here’s the deal: Customer Experience (CX) isn’t just about keeping your clients happy—it’s the key to unlocking operational efficiency. Why? Because when you prioritize CX, you naturally fine-tune your processes to meet customer needs. This leads to: More efficient workflows—by eliminating bottlenecks and focusing on what truly matters. Reduced costs—as satisfied customers require less support and intervention. Improved loyalty—because when customers feel valued, they stick around. The bottom line? A strong CX strategy doesn’t just benefit your customers; it transforms your entire operation. PS: How much of your operational focus is on CX? In my experience, putting customers at the center of your strategy isn’t just smart—it’s essential. Let’s talk about how we can elevate your approach.

People never forget how you make them feel and meaningful customer connections are built on emotional experiences. We provide a comprehensive view of customer experience, helping organisations identify strengths, uncover areas for improvement, and drive customer-centric strategies. Explore key customer experience #KPIs that can help in measuring and enhancing the effectiveness of customer interactions and overall satisfaction. #CustomerExperience #CX #KPIs https://lnkd.in/dWHUyZqy