Characteristics of Superior CX

 The experience mindset lists, six characteristics of superior CX:

- efficient 

- personalized 

- predictive

- proactive

- flexible

- responsive 

- value based

As a customer, it really boils down to 

- predictable: I want to know what product or service I’ll receive and how I can most easily interface with the business’s processes to get it

- responsive: everyone makes mistakes. I want to do business with people who take accountability and make things right

- ethical: I don’t want to find out that I’ve been overcharged or have to redo things because of cut corners 

One thing that I’ve read recently suggest the companies no longer have a product, customer, or an employee mindset. All they care about is stakeholders - for example, Ticketmaster. Awful customer experience and a sucky product because of scalpers but they make bank off of ticket resales.