Total Customer Experience
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The document discusses customer experience (CX) and describes it as a journey that begins with discovery, then invention, and ends with the user. It notes that the CX journey does not have a clear end or start. The journey involves design experience (DX), customer experience (CX), and user experience (UX). It emphasizes that the total customer experience involves all three of these elements working together from the point of initial prospect contact through enrollment, engagement, and ultimately becoming a customer.
Total Customer Experience
- 2. 1 2 CX What is CX? It is a journey. Not a destination! When does this journey end? When does this journey start?
- 3. The Journey of CX A Discovery DX CX UX B Invent C User
- 4. DX Do you treat Prospects as if they were your Customers? Excitement What is the excitement shown by your brand when a prospect asks for yoru product category? Enrollment How do you enroll a prospect into yoru selling process? Engagement How do you follow up with your Sales Pipeline till they close with you or without you?
- 8. UX
- 11. DX + CX + UX TOTAL CUSTOMER EXPERIENCE