Customer Experience is Gathering Pace

I was looking for a book on Customer Experience (sometimes abbreviated as CX), and that’s how I found How to Wow your Customers. I think customer experience as well as any agile method, are difficult theories to grasp just reading a book. In this book you can find a series of questions with their answers, to all those subjects you face in customer support, especially if you are in the world of customer experience.

After working in a collaborative, agile, fast-pathed environment in customer service, I have seen with my own eyes that the way customer service used to be, is completely different from the way customer experience works.

Many says that ‘customer experience’ is a buzz word. In this case, the difference between the old way of giving customer service, and the new way of engaging with customers (notice that I use the word ‘give’ first, and the word ‘engage’ for the latter) draws a very distinctive way of performing your work, and it deserves a new term. I believe that when it is done correctly it gains its name, because the focus moves to the customer’s perspective. That’s a huge shift!

Increasingly more companies are reducing their marketing and sales departments almost to zero. Some companies have gone as far as not having a sales department at all. Of course, this does not mean they don’t sell. These companies work great. Customers trust people like them. So for someone with some technical background, you also need to build some knowledge in sales. Customers will notice you speak their language, the answers will be more accurate and helpful, and that’s the experience many companies are aiming for.

Customer experience wants to build trust with customers. Unlearning old ways can help transform customer experience. The bottom line is, to design a great customer experience you need to include your customers. Customers become advocates.

I’d say customer experience is the result of taking an agile perspective in customer service. ‘Customer service’ becomes obsolete, when there is an engaging experience.

When customer support is also customer experience, the culture of the whole company needs to change with it. An agile mindset in support means more internal collaboration across teams, better communication and customer support being responsive to customer needs.

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