[{"@context":"http:\/\/schema.org","@type":"BlogPosting","name":"The ultimate guide to customer experience: Definition, strategy, examples","headline":"The ultimate guide to customer experience: Definition, strategy, examples","description":"This guide to customer experience has everything you need to know about CX: tools, strategy, measurement, and examples.","dateModified":"2020-12-17","datePublished":"2020-12-17","mainEntityOfPage":{"@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/"},"author":{"@type":"Person","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/amanda-magee\/","name":"Amanda Magee","description":"Amanda is a writer and strategist. Her agency has been developing creative solutions and enduring engagement for clients in both the for-profit and non-profit space for 18 years. Amanda\u2019s approach to business and corporate culture relies heavily on common sense, empathy, and the value of collaboration.  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It\u2019s why seeing companies fail at customer experience is such a conundrum.","about":"https:\/\/en.wikipedia.org\/wiki\/Customer_relationship_management","mainEntity":[{"@type":"Question","name":"What is customer experience? Defining CX","acceptedAnswer":{"@type":"Answer","image":{"@type":"ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2020\/11\/Start-stop-768x420.jpg","height":"420","width":"768","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2020\/11\/Start-stop-768x420.jpg"},"name":"What is customer experience? Defining CX","text":"It means that you have to look at things from the customer\u2019s perspective. When you realize that customers don\u2019t see departments or layers but rather a whole entity, you understand you need to be strong on all fronts.","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/#Answer1"},"url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/#Question1"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","image":{"@type":"ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2020\/11\/FutureofCX-768x580.jpg","height":"580","width":"768","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2020\/11\/FutureofCX-768x580.jpg"},"name":"What\u2019s the point of customer experience?","text":"Joana de Quintanilha, VP Principal Analyst for Forrester, says that CX leaders need to be prepared to balance quantitative and qualitative research to excel at key customer experience competencies. The ability to adapt as customer behaviors changed was critical during the global pandemic. Moving forward, it will be equally important. ","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/#Answer2"},"name":"What\u2019s the point of customer experience?","url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/#Question2"},{"@type":"Question","name":"How do we improve customer service?","acceptedAnswer":{"@type":"Answer","image":{"@type":"ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2020\/11\/HowCXdefBrands-768x700.jpg","height":"700","width":"768","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2020\/11\/HowCXdefBrands-768x700.jpg"},"name":"How do we improve customer service?","text":"When you broaden the definition of sales and service, it creates a shape that you can fill. Instead of a transaction, it\u2019s dimensional\u2014a floor and ceilings, walls, doors, light, and temperature. We welcome people to us.","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/#Answer3"},"url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/#Question3"},{"@type":"Question","name":"How can we measure our success with customer experience?","acceptedAnswer":{"@type":"Answer","image":{"@type":"ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2020\/11\/Quote_Tony-Hsieh1-768x432.png","height":"432","width":"768","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2020\/11\/Quote_Tony-Hsieh1-768x432.png"},"name":"How can we measure our success with customer experience?","text":"Customer experience is mostly subjective and abstract; however, you can use tools to gauge your success. As with anything, season to taste. ","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/#Answer4"},"url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/17\/customer-experience\/#Question4"},{"@type":"Question","name":"Customer experience begins and ends with our decisions","acceptedAnswer":{"@type":"Answer","name":"Customer experience begins and ends with our decisions","text":"Your willingness to listen and formulate responses based on what you hear, rather than what you assume, creates an incredible channel for insight. You can make small adjustments to language and process to convey to customers that you are invested in their happiness. 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