Maybe you’ve already considered this, but it just popped into my head the other day as I was thinking once again about customer experience — or CX, as some people shorten it. I’ve often said that customers experience moments of truth and that the experience should be focused on the things they care most about and that the business actually can do something about. I make this distinction to try to focus on things that are core to relationships, and there are real pitfalls you can avoid if you take this approach.
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The 2 Layers of Customer Experience
Posted by: Denis Pombriant November 18, 2015 09:55 AMMaybe you’ve already considered this, but it just popped into my head the other day as I was thinking once again about customer experience — or CX, as some people shorten it. I’ve often said that customers experience moments of truth and that the experience should be focused on the things they care most about and that the business actually can do something about. I make this distinction to try to focus on things that are core to relationships, and there are real pitfalls you can avoid if you take this approach.