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Customer Experience (CX)

by Zubair
customer experience (CX)

 The idea of Customer Experience (CX) as a business strategy has strong roots over the past 25 years

In its broadest sense, it is defined by two things:

Customer 

 All stakeholders that interact with customers over time (e.g., Retailers, Marketing Companies, etc.)

Customer experience: “A consistent and satisfying customer experience created through all interactions with the company’s offerings and services” [1]

Customer-centricity is not just about focusing on your core-branching operations but also creating lasting value for the entire ecosystem you want to serve. It makes strategic sense.

Customer Centricity vs. Business Model Focus

Customer centricity (CC) focuses on building long-term relationships with customers. The customer experience (CX) You are deeply invested in understanding what they value and want out of a transaction. So rather than following their lead and thinking about how can I do better, I think of ways instead that align with their aspirations and demands. This aligns us well and builds an engaged relationship where we share insights (as we go along the journey together).

 We take this approach because we know that our customers’ expectations have changed. To keep up, we need to listen, understand them, offer insight, and adapt based on the new demand they have. Ultimately this helps us stay ahead of the curve, keep pace and be agile. Our focus is to deliver outstanding experiences.

Business model centricity

Business model centricity (BMC) has similar goals — to build products and services that deliver superior value. But this does so at the expense of other aspects like growth, innovation, people, and values.

But one thing that differentiates these frameworks for me is that both look beyond the single end-user. There is no “one size fits all”, so I try to find solutions that would work for different types of users and use cases, and make sure my teams understand these paradigms.

 For instance, BMC has much more flexibility in using APIs and data sets than CC. And I believe that there is a huge potential there where cx many enterprises can leverage tech to innovate. By putting ourselves in our customer’s shoes, what problems are we solving? What needs and wants have we missed? Can we help? Are there any areas of friction or pain points that we know our customers have? Would we do anything differently if only they were doing this? We need to see every scenario and try to figure out ways to address those questions.

Connect with our customers

This is important because we should always consider how we connect with our customers. How do we engage them? Where our efforts have been successful. Maybe, if we could only change a little bit more, then maybe we wouldn’t end up like some of our competitors who had to make significant changes to survive.

When it comes to B2B I also consider our business model centricity, which means we think outside of our box a lot. We think about our future vision and how we will create shared benefits. At the same time, we also think back to the reasons why we started — the reason behind the success, maybe how the team did.

 Original objective

Also, how far away are we now from our original objective. Maybe, how many additional steps have we passed on our road to achieving our goal? If we can get closer and take a step back then maybe we will realize we haven’t even reached the destination.

 I like this analogy of taking a pause. When everything is going great and everything looks perfect. The customer experience (CX)Then once people start questioning whether the product satisfies their requirements it starts to look a lot less secure. That’s when we make decisions about how we can fix them, and how we would improve and learn from the lessons. This is the mindset that keeps the ship moving forward. It isn’t only related to sales, service delivery, or support!

Working

At CX I love working with startups to bring their ideas to life. Even though it is challenging, I enjoy listening and helping them grow. To give you some perspective, here are the companies I have worked for or am currently part of CX initiatives.

Amazon

Founded in 1994 with a mission to organize the world’s information and make it universally accessible. In 2001, Amazon offered one of the first online books. Since then, it grew massively into a sprawling network of sellers, consumers, cloud specialists, developers, publishers, software designers, and governments across borders and languages. With millions of worldwide customers and growing every year, and being found by a former Hewlett Packard executive, Jeff Bozos, the Company became a powerhouse for e-commerce, providing tools and infrastructure to develop the next generation in online commerce.

Face book

Facebook is a social networking platform that allows you to connect with people around the world. Its primary purpose is to enable social interaction by allowing individuals to share content and experience. Facebook was originally named “Facebook” by Harvard students, as it was a portmanteau of two Greek words: “Face” and “Social”. A large percentage of the population joined after Mark Zuckerberg received his degree from Stanford University and wanted to pursue a career in the technology and media industry. His friends helped him by signing up for the invite list, a place where he could post new posts. Thanks to his pals’ help he successfully found Facebook in 2004. He was already familiar with the name but had no clue of its meaning. He initially used the moniker Fb.

Uber Technologies Inc.

Uber has grown rapidly over the last decade. Today Uber can trace the paths of millions of commuters all over the globe and connects tens of thousands of drivers to get their work done. One example is Lyft, which is quickly rising as a global leader and is competing against Uber, offering competitive pricing plans.

Twitter

Blogging service that enables anyone to create short pieces of text and publish them on the Internet. Twitter was found in 2006 by John Dorsey who had $100 in savings for the living room budget. In the late ’90s, Twitter was known primarily for its political commentary. Now, it continues to become a major player in media and news, with several hundred million monthly active users.

IoT Devices

IoT devices are the electronic components and gadgets embedded within smart home systems by customer experience cx. They allow consumers to control devices in their homes, such as thermostats, lights, lighting, and security systems with simple commands. Founded in 2009, IoT devices are connected to open communication and collaboration protocols that allow the collection of vast amounts of data over time. These devices can capture large amounts of user activity as well.

IoT devices allow customers to control devices in their homes.

IoT devices can capture large amounts of user activity as well.

The New York Times

The New York Times started publication in 1906. The paper is headquartered in New York City and is owned by News Corp. For almost a century, readers worldwide have relied upon the newspaper for access to authoritative reporting and advanced analysis. Most importantly, since 1986, the NYT is free and fully searchable by keywords. The paper was the largest circulation newspaper in the United States for nearly 80 years until its acquisition by News Corp.

Uber Technologies Inc.

Uber is an innovative ride-sharing company that was founded in July 2012. The app connects car drivers to passengers and offers rides for people, groups, and organizations. The driver pool includes professional drivers, college graduates, workers, and self-employed people wanting to earn extra money. The number of daily riders to the Uber network is expected to exceed 500,000.

Uber is an innovative ride-sharing company that was found in July 2012.

Dropbox

The drop box was found in 2007 by Dustin Muscovite and Mike Cannon-Brookes, who both attend Dartmouth College, with each earning a master’s of Science in Electrical Engineering and Computer Science. A drop box is a cloud storage service allowing users to upload and download files and folders on demand. A drop box is available as an unlimited file hosting service, giving users more flexibility and choice over what they want to put in their folder. In addition, Dropbox has introduced various premium features, like file protection and full syncing.

Dropbox

Dropbox was launch in 2007 by Dustin Muscovite and Mike Cannon-Brookes. The app connects users to local cx computers all around the world to store data. A drop box is available as an unlimited file hosting service, making it possible for users to store their music and more easily share and send it across the Internet.

The drop box is an inexpensive way to save and share data.

A Dropbox is a flexible customer experience method for storing folders and files.

Dropbox can protect your account from unauthorized access.

Dropbox provides various feature packs for its library, including public and encrypted cloud storage and multi-account support.

Apple

Apple was found by customer experience Steve Job who is Apple’s, Chief Executive Officer. After graduating from Reed College with his Ph.D., he went on to join AT&T. While at AT&T, he was able to build a high-speed computer called Macintosh, which he cx sold for $666,000 to Jobs. After spending a few weeks at Xerox (where he learned about the history of IBM), he went on to found NeXT Computer Corporation and later joined Pixar Studios, co-producing DreamWorks film franchises and most recently launching Pixar Video Games. He is now serving as chairman of Pixar Studios, overseeing the production, distribution, and licensing of Disney properties on behalf of Pixar Pictures.

Apple Computers, Inc.

Apple Computers, founded in 1976 by Steve Wozniak, is an American personal computer and peripheral technology company. They became the leading hardware company in 1984 and produced the Mac. Their main focus was computers in the 1970s and soon moved into customer experience cx by developing a mobile phone.

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