This is an excerpt from "
The Lean CX Score." Get your copy now and start creating disruptors that completely annihilate your competition.
Oh and good news! You'll be improving the speed, morale and engagement of your teams at the same time. Get the
Lean CX Score now.
All Right, What Is CX Anyway?
If CX is the difference between success and failure, then let’s delve into it more deeply.
CX, as you might have guessed already, stands for Customer Experience. As the world evolves into an era of global trade, a few new terms have also developed: UX, CX, Lean, Agile, Kanban, AI, WIP and dozens more. Often no one really knows what to do with them, even though everyone says to each other that they are really, really important.
So to make sure we’re all on the same page, let’s begin with a quick definition.
CX is Customer Experience. It’s very popular, even if most people don’t really understand what it is. If your business doesn’t have a framework for CX, then it is really just a broad description for everything to do with your customer and how they interact with you. CX Specialists will often map out “Customer Journeys” and “Moments of Truth”, and other intricate terms that mean a lot to them. The good news is that the Lean CX Score steps get right to the common denominator of all those things. The even better news is, this book will give you a framework and a way to measure Customer Experience that actually works, so you can tell how well you are doing.
Often confused with CX is UX. UX is User Experience. It’s also a very popular term. For a User to have an Experience, they need to be using something. That something is most often a website – but it can be a product of yours too. UX specialists often do up wireframes and look at where a user clicks or touches, in an effort to manage where a customer is going. The good news here is, customers go where it is easy to go, and that’s exactly what the Lean CX Score is designed to do.
Finally, let’s not forget Customer Service, which is service given to your customers by an actual person. It used to be the largest part of CX, and it has shrunk with the use of technology. But it still remains extremely important.
Because a person can have a “CX” without engaging in a website or product “UX” (but not the other way around), Customer Experience becomes the more important of the two. And because feedback from Customer Service can help improve a product’s User Experience, the way they all interact looks like this:
Now, when we say “Customer”, who do we mean exactly? Most people make the mistake of thinking that we are only talking about the end customer – our paying customer. But customers exist within everything we do. Customer is defined in the Oxford Dictionary as:
“A person of a specified kind with whom one has to deal.”
In other words – anyone you provide a service to, whether it’s within your company or outside your company, can be classed as your customer: your boss, your team, other departments or more. Improving those interactions often improves your job prospects (makes you more employable), your business (brings you more customers), and your bottom line (makes you more money).
More chapters from The Lean CX Score book:
This is an excerpt from "
The Lean CX Score." Get your copy now and start creating disruptors that completely annihilate your competition.
Oh and good news! You'll be improving the speed, morale and engagement of your teams at the same time. Get the
Lean CX Score now.
