The Hacker's Guide to Customer Experience

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In today's world, customer experience in the only true differentiator

Customer Experience (CX) can be defined as a customer’s interaction with a company or brand, at all touchpoints. A touchpoint can be defined as a way in which the customer interacts with a brand or the business during the customer journey. Customer satisfaction and customer loyalty are directly proportional to the experience that customers have received from your brand.

What do Apple, Emirates Airlines, Nordstrom, Zappos, and Amazon all have in common? Hint: It’s not because they sell superior products. Rather, they focus on eliciting positive emotions from their customers. These companies align their entire company including the frontline, to their brand’s core values which is to deliver consistently great customer experience.

You will learn about:

  • Introduction to CX
  • How and why CX can help you exceed your customer’s expectations
  • What makes a great CX program
  • Developing a deep level of customer understanding with a Customer Journey framework
  • CSAT vs. NPS vs. CES: which type of customer loyalty measurement should you focus on
  • Benchmarking your NPS and what is considered a strong score

Mastering the art of customer experience success never ends, let us help reach your goals!

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