Understanding the WHY behind a customer’s attitude and behaviour towards your product is much more important than understanding how loyal or satisfied a customer is.
If you want your customers to have a good time engaging with your services, you need to start improving these three pain points:
1️⃣ From the basics: «Does my CX meet my customer’s needs?»
2️⃣ To more advanced questions like: «Is my CX easy to use and navigate?»
3️⃣ Then, a more mature phase: «Is my CX enjoyable for my customers?» The CX Pyramid measures customer loyalty in a logical order from the baseline essentials to more sophisticated business metrics.
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