Customer Experience Answers and Tools

The Customer Experience Revolution — Tools

Here you will find companion documents to the book The Customer Experience Revolution – How Companies like Apple, Amazon and Starbucks have changed business forever.
Please use the tools on this site after reviewing the terms of use.

Definitions of Customer Experience (CX) and User Experience (UX)

Whether talking with colleagues, clients or addressing audiences while speaking at events, there is frequently discussion and questions about the definition and relationship of customer experience and user experience.

Sean Van Tyne and I set out to answer these questions as we were researched and interviewed many of the people at leading experience making companies.

Some frequently asked questions and their answers about customer experience

Here are some frequently asked questions and answers about customer experience that come up often from colleagues, clients and audiences during speaking engagements.

The Customer Experience Hierarchy

The best experience makers understand where they are in their ability to determine what the experience for customers should be, developing it and delivering it. They also understand their competitors in this same context.

Based on your experience and the latest information about the market you serve or want to serve, your company’s ability and competitor’s ability to determine, develop and deliver pleasing customer experiences, plot your company and competition on The Customer Experience Hierarchy. Discuss the implications with your colleagues in consideration of the definition of customer experience and user experience.

The Experience Makers Leadership Essentials

Whether they are called commandments, essentials, must haves or imperatives, the best experience makers have these qualities. They see the role of their businesses beyond making promises, products, services, pricing, technology and transactions. The essentials are critical in determining, developing and delivering extraordinary customer experiences. If you want to become a leader in customer experience you will need to be very good at the essentials. If you already are a customer experience leader but want to improve your sustainability, you too will need to excel with all of the leadership essentials.