A challenge for CX professionals is the word “experience” itself. There are many types of experience and each is improved by different means.

Flow state experiences, for example, are typically improved by removing distractions, sharpening feedback and carefully matching the task difficulty to the actor's competence.

Pleasurable experiences, however, are typically improved by developing the sensory and social elements, considering how the customer’s self-image and values are reflected in their interactions, or how much their sphere of competence is expanded (in the case of learning a new skill for fun for example).

Drudgery, by contrast, is better improved by automation, effort reduction, error prevention, etc. Although one could argue that transforming a drudge into a pleasure, might be a worthy goal.

These three classifications aren’t supposed to be collectively exhaustive or mutually exclusive by the way. I just plucked them at random to make a simple point: there’s no such thing as a universal prescription for improving experiences.

You need to know what you want the experience to be like first — something that seldom gets the consideration it deserves.

#customerexperience

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