Helping Sells Radio

As Jason Bradshaw describes in his book, It’s all about CEX! The Essential Guide to Customer and Employee Experience, in 1994 customer service was the differentiator. In the early 2000s it was engagement. Today is all about customer experience management. Sounds good.  Here’s the problem.  Customer experience is one of those terms that sounds good, everyone knows it’s important, but no one really knows how to define it. It’s too vague.In his book, Jason gives us an excellent framework for measuring customer experience that I understand. And that I can use to design a strategy that I could execute.  Maybe CX is not so vague after all.  A framework for measuring customer experienceHere’s what I learned from Jason about customer experience. You can measure it with three things:  Success: You have to deliver on your promise. If your customer ordered something, the delivery needs to happen on time. If a customer requests to turn on the new modul