Podcast notes

CX Definition: understanding what is happening throughout the customer’s journey
Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
Understand all interactions that leave impressions
What are interactions: every conversation, every time you connect, company website, mobile app, etc.
Does experience meet the expectations coming into the interactions with a brand
Treat CX as a mindset and discipline of doing business
Meaningful mindful moments, don’t tack on CX
Plan for customer issues that may arise
Bridge the transition from sales to services, address handoff in structured way
Emotion drives decisions, need a great experience throughout to advance
Don’t design for digital and non-digital customers differently, treat the same
Younger buyers view digital as personal and part of life
Need to address experience of staff that connect with customers
Important to tell vendors “In the moment” how experience is going
Don’t wait for after the buy to perform a survey, engage early

Managing Customer Success Through Health Scores with Dean Thompson