CX: It Never Ends

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To consider one self a writer, one must write. That's what the Ten Minute Blog (TMB) is about: whatever is on my mind at the moment, about a topic, for 10 minutes. For the practice of writing everyday, on a deadline.

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I started working on a freelance project today that had me wonder what this client really meant by "customer experience". I've been in it for so long, that I sometimes like to start at the beginning again, to find my way back to the essence, the purpose of the work.

So I googled it. And I love the wikipedia definition so much that I had to write this 10-minute blog about it.

Customer experience (CX) 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.

Wikipedia.org

Here is why I love it:

It's comprehensive. I naturally want to make it more complicated. Yet every time I try to add something to it I perceive is missing, I end up not.

It honors the multi-dimensionality of experience. It includes all of the contexts available to deliver experience. Although I would add "space" as a place to explore beyond the noted. Interesting? Let's nerd out.

It implies a linear journey, but it's clearly circular. It renews. Over and over again.

It never ends. And it's a beautiful thing.