The Hacker's Guide to Customer Experience

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CX = Emotion X Value

  • Introduction to CX
  • Transforming Your CX
  • Customer Loyalty Measurement and Metrics
  • Benchmarking Your Net Promoter Score

"The customer experience is the next competitive battleground." - Jerry Gregoire

Customer experience (CX) can be defined as a customer’s interaction with a company or brand, at all touchpoints. A touchpoint can be defined as a way in which the customer interacts with a brand or the business during the customer journey. Customer satisfaction and customer loyalty are directly proportional to the experience that customers have received from your brand.

What do Apple, Emirates Airlines, Nordstrom, Zappos, and Amazon all have in common? Hint: It’s not because they sell superior products. Rather, they focus on eliciting positive emotions from their customers. These companies align their entire company including the frontline, to their brand’s core values which is to deliver consistently great customer experience.

To learn more about customer service, how to transform your customer service, customer loyalty and Net Promoter Score, download this free report.

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