What Does CX Mean to You?
You’re likely familiar with some version of the famous quote from John Lydgate: “You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time.”
What was true centuries ago is only truer today. Especially when it comes to customer experience (CX).
In today’s connected world, the smallest corporate missteps are grossly magnified, and stories of poor customer experiences can quickly go viral, traveling farther and faster than good ones. Compounding the problem is the fact that so many brands’ reactions are panic-driven, taking place in silos, without any consideration for what comes next.
When thinking about the future of CX, we too often make the mistake of trying to calculate where the experience begins and where it ends. The truth of the matter is, customer experiences, good or bad, don’t have an end. It’s more than just one experience. It’s more than just the sum of a few experiences. It’s an execution—and good CX goes above and beyond expectations.
In the world of CX, boundaries blur and experiences shape the future of brands. So, how do you define it? What is CX exactly? What does it mean to you?
In this video, we talk to our team of experts from across our organization to answer these questions and more. They look beyond the trends to discuss how CX is about building connections, fostering loyalty, sparking advocacy for a brand, making experiences effortless, and injecting that extra “wow” factor when it truly counts. Companies must keep those experiences at the forefront of their minds, delivering irreverent excellence that not only pleases, but amazes.