{"id":111521,"date":"2020-09-14T03:23:17","date_gmt":"2020-09-14T10:23:17","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=111521"},"modified":"2025-08-20T05:10:10","modified_gmt":"2025-08-20T12:10:10","slug":"the-customer-experience-of-cx","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/the-customer-experience-of-cx\/","title":{"rendered":"The Customer Experience of CX"},"content":{"rendered":"<h2>Moving from how-do-we to how-did-we<\/h2>\n<p><span style=\"font-weight: 400;\">The core of every customer experience is every customer you will interact with. Those customers are the reason you need to spend time knowing who they are, what they need, and how your brand interacts with them. At every level!\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Part of the customer experience is also listening to them when they do interact with you and your brand. There are many ways you could achieve this, including, walking around the city, with a notepad, pen, and candy asking strangers for their opinion in exchange for said candy \u2013 OR \u2013 you could hire a team of people to go door to door in buildings asking residents for their opinions of the products they use. Honestly, don\u2019t do either! It\u2019s not the \u201890s, and, in hindsight, it\u2019s creepy.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are a few things to remember that will serve you well when trying to collect this data. For example, do you know who you are trying to reach out to? Are you collecting data to find a product, refine it, or redefine it? Are you trying to collect information about customer satisfaction? The point is, know who you are reaching out, what you need from them, and what you will do once you have collected this data is critical.\u00a0<\/span><\/p>\n<h2>Why build a customer experience?<\/h2>\n<p><span style=\"font-weight: 400;\">Without this data or the analytics that result from that data, understanding your own journey of \u201chow do we build a customer experience\u201d to \u201cdid we build the right customer experience\u201d is crucial. It means that the customer will always pay attention to you and give you the feedback you need because you are listening to them and evolving in ways that will delight the customer experience. It\u2019s a fun cycle to be a part of, and something that larger brands practice on an on-going basis. Another aspect of this is to humanize the process \u2013 which means building transparency and accountability with each response \u2013 giving customers the awareness that they are in fact being heard, and you acknowledge this feedback they provide you.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is what defines the customer experience of building great customer experience. Every organization needs the right set of tools and processes to build a customer experience that&#8217;s just amazing. If a customer knows that a brand is listening, then they are more likely to be more lenient on the off chance they experience something sub-par and be keen to give you that feedback in the hope the service improves. The customer feels like they are a part of the brand, and may even become a superfan. What is a superfan, you ask? Imagine that one Brand Ambassador that you just delight with great customer service, and they talk you up to their friends and family, without you asking for it. That, right there, is the best kind of advertising.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The biggest question is how to collect this data in a simple, refined, manner, and then find the right tools to analyze and present the data in a way that addresses all your questions.<\/span><\/p>\n<h2>How QuestionPro can help measure Customer Experience<\/h2>\n<p><span style=\"font-weight: 400;\">Here\u2019s where we come in. You understand what you need \u2013 but how do you structure these questions? Can you skew results to reflect based on who is answering? What about building in logic, branches, and building off previous answers? Surely doing this in a certain cloud-based form solution is \u201cfun\u201d \u2013 but try figuring out the analytics and building research from that raw data. This is why big brands like First American, Indigo Airlines, Kio Networks, Pacific National Bank and others rely on the QuestionPro CX platform to build their customer experience outreach solutions.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What\u2019s your experience in trying to make sense of your customer\u2019s experience? Let us know. Reach out to us if you would like us to show you what our customers experience when they want to measure their customer experience.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\"><strong>QuestionPro offers some of the most advanced <a href=\"https:\/\/www.questionpro.com\/blog\/customer-experience-software\/\">customer experience tools<\/a> available.<\/strong> Gain valuable insights into your customers\u2019 thoughts and feelings using\u00a0<\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">QuestionPro CX software<\/span><\/a><span data-preserver-spaces=\"true\">\u00a0today.<\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/info.questionpro.com\/meetings\/kenneth-peterson\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Book Demo<\/strong><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Moving from how-do-we to how-did-we The core of every customer experience is every customer you will interact with. Those customers [&hellip;]<\/p>\n","protected":false},"author":91,"featured_media":111522,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[169,174],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Customer Experience of CX | QuestionPro<\/title>\n<meta name=\"description\" content=\"Moving from how-do-we to how-did-we The core of every customer experience is every customer you will interact with. Those customers are the reason you\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/the-customer-experience-of-cx\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Customer Experience of CX | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Moving from how-do-we to how-did-we The core of every customer experience is every customer you will interact with. Those customers are the reason you\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/the-customer-experience-of-cx\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2020-09-14T10:23:17+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-08-20T12:10:10+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/09\/CX-of-CX.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Partha Srinivasan\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Partha Srinivasan\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/the-customer-experience-of-cx\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/the-customer-experience-of-cx\/\"},\"author\":{\"name\":\"Partha Srinivasan\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/8be4dc98ae52f06b9045140484867b92\"},\"headline\":\"The Customer Experience of CX\",\"datePublished\":\"2020-09-14T10:23:17+00:00\",\"dateModified\":\"2025-08-20T12:10:10+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/the-customer-experience-of-cx\/\"},\"wordCount\":682,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"articleSection\":[\"Customer Experience\",\"Research Tools and Apps\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/the-customer-experience-of-cx\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/the-customer-experience-of-cx\/\",\"name\":\"The Customer Experience of CX | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2020-09-14T10:23:17+00:00\",\"dateModified\":\"2025-08-20T12:10:10+00:00\",\"description\":\"Moving from how-do-we to how-did-we The core of every customer experience is every customer you will interact with. 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