Customer Experience (CX) Exercises
Explore hands-on “Customer Experience (CX)” exercises to sharpen your skills and level up your craft. Want more? Browse all search results
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Experience map
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Customer journey map
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Provide visible exit options to make users feel in control
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Avoid making users feel guilty and experience a fear of missing out
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Privacy zuckering
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Phases
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Jobs to be done
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Avoid asking trick questions
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Scaremongering
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Sneaking items into users' carts
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Bait and switch
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“What if?” lane
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Provide helpful defaults that improve user experience
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Avoid hiding costs to lure users in
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Channels
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Disguised ads
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Storyboards
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Avoid forcing users to stay subscribed
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What is CJM (Customer Journey Mapping)
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Provide clear and accurate information based on user needs
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Friend spam
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Price comparison prevention
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Backstage processes
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Emotional journeys
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Main actor
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Stakeholders
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Actions
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CES
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CSAT
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NPS
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Sentiment tracking
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Key aspects of customer feedback loops
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Connecting digital and physical touchpoints
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Understanding the peak-end rule
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Improvement tracking
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Support ticket analytics
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Satisfaction segments
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Customer journey mapping
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Service blueprint
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When to create customer journey maps
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Experience map
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Online reviews and feedback
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Mapping support technologies
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The impact/effort matrix
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The touchpoints layer
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Mapping emotional journeys
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Building service user actions
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Customer interviews
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What is customer journey mapping?
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