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The Big 3‘Customer Experience’ Traps

CxC Matrix Encompasses All Customer Contacts

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Trap #1 Customer Experience Unfundable

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© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com

Customer Experience Trap #2:“We already do that.”

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Big Customer Experience Trap # 3

CRM & Customer Service

Direct Marketing & Sales

Web & Interactive Strategy

Merchandising, Sales

Social Media

Silos defineexperience

e-commerce

© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com

The Customer Experience Trap:Customer ServiceCustomer Experience = CRM, VOC, Surveys, Customer Satisfaction

© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com

The Customer Experience Trap: Marketing DepartmentCustomer Experience = Branding, targeting, personalization, engagement, sentiment analysis , Campaign Management, segmentation, multi-channel marketing

© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com

The Customer Experience Trap: Web & DigitalCustomer Experience = User experience design, social networking, ecommerce, search, affiliates, mobile, interactive, apps

© 2002. All rights reserved. ClientXClient Inc.Get Customer Worthy@ Amazon.com

The Customer Experience Trap: Operations

Customer Experience = business process management, (efficiencies), automation, Self service, personalized POS, self service, configurations

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