Is there such a thing as TOO MUCH CX? Part 2

In late December I wrote about my initial customer experience with Walt Disney World and questioned if there was such a thing as too much customer experience.  Now that my husband has arrived home from deployment and we’ve gone on our first family vacation to the happiest place on earth I’ve arrived at an answer to my own question…

In retrospect, is there TOO MUCH CX?

No!

I still maintain that clients can be overwhelmed.   What remains clear is that walking customers step by step through an experience is a strategy that works.

Customer Experience is the Cure for Intimidation

As I mentioned in my first article, I was completely overwhelmed with the countless options that I was presented with when planning our trip.  Just getting started was intimidating.  If you consider your customer’s first experience with your brand and/or technology, it’s possible they may feel the same.  

In fact, there was a person who reviewed a Bluenose demo some years back and her feedback was, “This is too much tool.”  If you think about it, that’s a very real and honest feeling and probably the most valuable feedback that I’ve ever heard.

I love the way that Disney layered CX strategy with every step of my journey with them.  The majority of their method was using direct, personalized messaging that was based on timing or something else that I had expressed interest in.  

This was absolutely the cure for my case of intimidation and got me going.

DIY Customer Experience

The fantastic thing about CX is that it’s flexible.  You don’t have to be a master strategist to improve it.  

Consider the following approaches to improve your own customer experience:

• Send time – or – event-based messages to move onboarding along (improve time to value and onboarding)
• Send event-based messaging to introduce new products/features (increase use case and adoption)
• Track usage data to key in on adoption patterns of your customers (discover new areas of adoption for customers)

Here’s an example of an onboarding experience that can be moved along through messaging:

Bonus points:  Add a personal touch to your messaging.  Leverage firmographic or demographic information in your CRM system to assist with relationship building.

I certainly learned a valuable lesson with my Disney experience.  Customer experience should be at the forefront of everything that a company does.  It’s not just Customer Success’ role to maintain the customer.  It’s the company’s role to ensure that every interaction with the customer is wrapped in CX.