CX

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 CX should more likely be shortened to CE but hey, haven’t we all got something better to do?

So what actually is CX?

Believe it or not, this isn’t as clear cut as you’d think.

According to the Customer Experience Professionals Association (CXPA), CX refers to the perception that customers have of an organisation – one that is formed based on interactions across all touchpoints, people, and technology over time.

So it’s not just the contact centre or the retail counter staff, but every single interaction a customer has with a brand from marketing, the website, the delivery driver, reading the instructions, the packaging of a product and so on.

How is CX Measured?

There are a number of popular methods used to measure CX although they each have a different methodology and focus on different drivers. Some of the popular ones include:

Most organisations will not rely on a single metric and will rather use multiple metrics and methodologies to determine their levels of customer engagement, satisfaction and loyalty.

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, you should focus on the employee experience.

And yes, there is an acronym for Employee Experience called EX.

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 on one thing though, should we?

So the industry has now coined a new phrase, CEX merging customer experience and employee experience.

CX Stats

There are always new industry stats being released but the ones below are used frequently:

  • 86% of buyers are willing to pay more for a great customer experience
  • 73% of buyers point to customer experience as an important factor in purchasing decisions
  • 65% of buyers find a positive experience with a brand to be more influential than great advertising
  • 84% of organisations working to improve CX report an increase in revenue.

Links to further CX reports and data you may find useful:

Want to learn more: We’ve got some great articles written by industry experts in our How to improve the CX category > category

Do you need help improving your CX?

Upcoming Industry Events:


Virtual Coffee: Decision Making

$30
Scheduled
Event Organiser:
CX Skills
Virtual/Online

This workshop will focus on building your confidence in decision-making, introduce decision-making models, and what to do when you’ve made the ‘wrong’ decisions.

Will AI Kill the Contact Centre?

Free
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Event Organiser:
Auscontact
Virtual/Online

During this webinar, we’ll be exploring whether or not Artificial Intelligence (AI) is going to completely kill off the contact centre.

Customer Experience and the COVID Crisis with Don Peppers

Free
Scheduled
Event Organiser:
CX Central
Virtual/Online

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

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