• Ivaylo Yorgov

Snippets: should we stop talking about Great CX?


I love the points Sampson Lee is making in this article: https://www.mycustomer.com/customer-experience/loyalty/does-ryanair-deliver-poor-service-or-is-it-a-cx-success-story


We need to stop talking about 'great CX':

  1. It's too generic

  2. You can actually build a viable business without necessarily providing what is called 'great CX' in the sense of exceptional or fascinating.


What every company does need to do though is:

  1. Have a very clear vision of the CX it wants to provide and

  2. Actually deliver on it.


"Appropriate" or "Fitting" CX might be what companies need to be after, not 'Great CX'. We need customer experience appropriate to what the customer is trying to accomplish and the job they are getting done.


What's your view on this?


My best wishes for a great day ahead!