Can you even measure it? Taken at face value, customer experience (CX) seems like a rather intangible term, one that you’d think could only be referred to anecdotally.
“I visited a website, I found what I was looking for, I purchased the item, I received it. All went smooth enough without any kind of hiccup or annoyance.”
You could therefore say I had a good customer experience, but how does a retailer or service provider really know?
We’ve just launched a fantastic series of briefings called Masters of CX which are all free to download and cover a range of topics written by six industry experts.