General
Q: What is CX?
A: CX stands for customer experience, which refers to a customer's overall impression and satisfaction with a company's products or services, as shaped by every interaction and touchpoint.
Q: What is CX strategy?
A: Here is a high-level overview.
- CX strategy is a plan of action that a company creates to create a cohesive and effective customer experience that builds brand loyalty, promotes customer retention, and ultimately generates revenue.
- A successful CX strategy should be based on a deep understanding of customer needs and preferences. It should be designed to provide a seamless and personalized experience that exceeds customer expectations.
Q: Which teams might contribute to the CX strategy at my company?
A: It depends, but CX teams generally fall into three categories. Each team contributes to the overall CX strategy.
- General business teams: Customer insights, customer engagement, innovation, data analytics, operations,
- Product teams: User experience (UX), product management (PM), engineering
- Go-to-market (GTM) teams: Customer service (CS), marketing, sales
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A: Yes. Follow me on LinkedIn, and Youtube.
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Consulting & Mentoring
A: I would be happy to chat with you. You can contact me on LinkedIn or the About Me page.