The Startup Equation: A Visual Guidebook to Building Your Startup by Steve Fisher & Ja-Nae Duane

Author:Steve Fisher & Ja-Nae Duane
Language: eng
Format: mobi, epub
Publisher: McGraw-Hill Education
Published: 2015-05-14T14:00:00+00:00

EVERYTHING STARTS WITH THE CUSTOMER

According to Wikipedia, “Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context.”1

Customer Experience is the path to more recommendations. Organizations need to view a good recommendation as an outcome from a good experience.

—Forrester Research

Your startup should think early on about how to leverage CX as a strategy to focus business operations and processes around the needs of the individual customer. It represents the discipline, methodology, and process used to comprehensively manage a customer’s cross-channel interaction with a company, product, brand, or service.

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