Future of CX

What are the top 30 components of customer experience (CX) ?

Engati Team
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Mar 1
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5-7 mins

Table of contents

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30 components of customer experience

What is customer experience (CX)?


Customer experience is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. 

Some examples of CX objectives include; giving customers more control, creating partnerships that improve customer experience (e.g. collaborating with a payment or shipping company), identifying target markets, increasing responsiveness and so forth.

Here are the top 30 components of Customer Experience CX.


1) Customer Acquisition

Customer acquisition is the act of bringing in new customers or converting website visitors, prospects, and leads into customers. It involves guiding potential customers down the marketing funnel, all the way from awareness to the purchase decision and the actual purchase.


2) CS Strategy

A customer experience strategy is a plan and system that you put in place to create and deliver positive customer experiences that inspire loyalty and advocacy. It involves creating great customer experiences across all touchpoints and interactions.


3) CX Programs

CX Programs a customer experience program is an action plan set in place to make your organization more customer-centric. It involves all the tools, techniques, strategies, and initiatives that are aligned towards creating better experiences for your customers and winning their loyalty and advocacy.


4) The Customer Experience Management

Customer experience management (CEM) involves understanding of customers and implementing effective plans that encourage a customer-centric culture across the company and increase customer satisfaction, loyalty and advocacy. It is essentially the collection of processes that companies employ for the purpose of tracking overseeing and organizing each interaction between a customer and the organization throughout the entire customer lifecycle.

5) Customer Onboarding

The Customer onboarding includes all the activities involved in getting new customers familiar with your products or services. It involves nurturing and guiding customers to help them become comfortable with your offerings and get the most value out of them.

6)  Customer Engagement

The Customer Engagement is an interaction between an external consumer/customer and an organization through various online or offline channels. Online customer engagement is qualitatively different from offline engagement as the nature of the customer's interactions with a brand, company and other customers differ on the internet. Discussion forums or blogs, for example, are spaces where people can communicate and socialise in ways that cannot be replicated by any offline interactive medium.

7) Customer Experience Transformation

experience transformation is the act of enhancing your customer experience substantially by streamlining and improving the interactions that customers have with your business at various touchpoints, and also aligning your entire organization (not just your customer support team) to put customers at the forefront of their activities as far as possible.It involves becoming a heavily customer-centric organization and delivering the experiences that your customers deserve. It’s about meeting and exceeding customer expectations.

8) CRM

The CRM is short for Customer Relationship Management. It includes the tools and technologies. that are used by organizations to store leads, nurture them, convert them into customers, and retain them. Essentially,customer relationship management is critical to increasing your customer lifetime value.


9) Customer Journey

The customer journey refers to all the steps, touchpoints, and interactions that your customers have with your company - from awareness to purchase and beyond. It is the entire experience they have while doing business with your organization, and focuses on how your customers feel after interacting with your company.

10) Customer Touchpoint

The Customer touchpoint are the points at which customers have interactions with your business. These touchpoints significantly impact your customer experience and the perception that your customers have of your business. Touchpoints are usually plotted on a customer journey map to help your team understand what the customer experience will be like. This will include interactions that take place before, during, and after the actual purchase. 

11) Customer Service Training

Customer training is the act of educating your customers on the best ways to use your offerings and succeed at their business objectives. It involves sharing content and other forms of information to help your customers learn how to use your products to achieve their goals.


12) User Interface

The ux design is the point at which users (humans) interact with computers, websites, or applications. It is the interface that enables and facilitates human-computer interaction (HCI). The purpose of the user interface is to simplify the user experience and make it easy and intuitive. The whole idea is to minimize the amount of effort that the user has to make to receive the maximum desired outcome.

13) Conversational UX

The ux design design is a way to smooth out the interactions between humans and technology. It involves direct conversations with AI personalities, (Alexa, Google Assistant, Siri, etc.), voice-enabled apps, and various other robotics. 

14) Customer Personas

The Customer Personas (also known as a buyer persona or consumer persona) is a semi-fictional representation of your ideal customer. The personas are created by compiling data that is gathered through market research with actual data about your existing customers.It helps you understand your customers, their needs, wants, aspirations, challenges, interests, and much more. 

15)  Customer onboarding

The Customer onboarding - includes all the activities involved in getting new customers familiar with a businesses products or services. It involves nurturing and guiding customers to help them become comfortable with offerings, making the most of it. A good client onboarding process is vital in order to establish a healthy long-term relationship with ]customers and reduce customer swirl rate.

16) Communication Model

The Communication model is a pictorial representation of the communication process. They can be considered to be systematic representations of the process which helps us understand how communication works can be carried out.These models depict the process metaphorically or symbolically. Forming general perspectives on communication by virtue of decomposing communication down from complicated to simple and they keep the components in order

17) The Customer Satisfaction survey

The Customer Satisfaction Survey is a study that measures the customer’s perceived opinion of the product/service and helps build the brand accordingly. It is a questionnaire that is specifically designed to give businesses an idea of how customers feel about their offerings, the brand, and their customer service throughout the customer lifecycle


18) Multi Channel Support

The Multichannel support is customer support that is provided on multiple channels and touchpoints, rather than forcing customers to reach the organization over just one channel. It includes a range of channels from phone and email support to deploying chatbots and live chat over your website, mobile app, social media and messaging channels.

19) Average Response Time

The Average Response Time is calculated for every agent response rather than for every ticket. So the average response time is the average of all responses sent during the selected time period.
Formula-
Average response time = Total time taken to respond during the selected time period divided by the number of responses in the selected time period.


20) Feedback Logo

Feedback Loop is a constant process where to listen and communicate with customers, and make progressive changes based on customer responses.  Successful feedback loop means creating a culture where learning, growing, changing, and curiosity are a central part of your growth strategy, and no one relies on assumptions while decision making. 

21) Tiered Support

The Tiered support is about organizing a support center into different levels to handle incoming support queries in the most efficient and effective manner possible. Employing a good combination of staffing, automation, and systems at every level, filtering support through different tiers. Allows us to address customers needs in a strategic manner and empower customers to be self-sufficient and make use of self-service tools wherever possible. 


22) The Support Ticket

The Support ticket essentially describe the interactions that your customers have had with your customer service representatives. It records the conversations that individual customers have had with your customer support team.a thread that both parties (customers and support team members) can refer to in the future.

23) Customer Insight

The Customer insight involves analyzing customers data, needs, wants, challenges, goals, behaviors, demographics and using the information gathered to predictive behavior modeling to gain insights about your customers, create products that they actually want, send marketing messages that they can relate to, and support them in the best way possible.


24) The Customer feedback

Customer feedback is the customers shared data, issues, inputs, and insights about their experience with a product, service, or brand as a whole. It helps understand how satisfied customers are with offerings helping you identify areas where improvements are required, enabling you to enhance your customer experience substantially.

25) The on Time resolution

The On-time resolution is the act of resolving a support ticket within the time defined in your Service Level Agreement (SLA).On-time resolution is directly tied to customer satisfaction. On-time resolution is typically calculated in business hours, so you don’t need to account for time outside of business hours. However, it’s always beneficial to solve customer queries as soon as they arise, and AI-powered chatbots can help with this, even when your support team is offline.


26) The Customer Centricity

The Customer centricity also known as client-centricity, is a strategy and a culture of doing business that focuses on creating the best experience for the customer and building brand loyalty. Customer-centric businesses ensure that the customer is at the center of a business's philosophy, operations and ideas.

27) The Customer Advocacy

The Customer advocacy is the act of putting customer needs first and working to deliver solution-based assistance through your products and services.  Businesses that adopt a mindset of customer advocacy are constantly finding new ways to support their customers and ensure their needs are being met.


28) Customer Effort Score (CES)

The Customer Effort Score (CES) is a metric that helps you understand the level of effort that you are making your customers undergo in order to do business with you. You can find your CES by carrying out a survey that asks customers to rate how easy it is for them to interact or do business with your company.

This metric is not limited to the effort involved in making purchases. It also reflects the effort involved in getting issues resolved, questions answered, products returned, etc.

29) Average handling time

The Average Handling Time (AHT) is essentially  the average amount of time spent on a customer support conversation. It is usually calculated for call centers and includes the entire amount of spent on the conversation from the time your customers initiate the calls to the time they end them. It also includes the time spent on holds and transfers, as well as time spent on after-call tasks.

30) Customer experience as a Service (CXaaS)

The Customer Experience as a Service (CXaaS) is a cloud-based customer experience solution that provides a flexible approach to customer experience, by providing reliability and efficiency to customers. A Customer Experience-as-a-Service (CXaas) solution is a combination of: CX Strategy, Data Integration, Automation, Employee Expertise. CXaaS solutions help in planning, curating, crafting, and implementing a range of activities that makeup the customer experience

Engati Team

At the forefront for digital customer experience, Engati helps you reimagine the customer journey through engagement-first solutions, spanning automation and live chat.

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