Now I’d like to pretend that CX is some amazingly clever acronym but sadly CX is just short for Customer Experience.
Bit of a let down hey, much like finding out there isn’t actually a place called Summer Bay in Australia.
Now we could also have a debate about how Customer Experience should more likely be shortened to CE but hey, haven’t we all got something better to do?
Is it really all about the CX?
Clearly, delivering a great customer experience is a good formula for business success.
After all, if a customer has a poor experience with your brand they are more than likely going to never do business with you again.
And also tell thousands (or millions) of people about their poor experience via Social Media.
No pressure 😉
But there are many leading business minds suggesting that rather than focus on your customer experience, focus on the employee experience.
Richard Branson is famously credited for the saying “Look after your employees and they will look after your customers”.
Of course, we should never just focus one thing though, should we?
So the industry has now coined a new phrase, CEX merging customer experience and employee experience.
I’m going to leave it at that 🙂
Learn more: We’ve got some great articles written by industry experts in our How to improve the CX category