customer-experience

# Customer Experience Analysis ## Metadata - **Name**: customer-experience - **Description**: Customer journey and touchpoint analysis - **Triggers**: customer experience, CX, journey map, touchpoint, satisfaction ## Instructions Map customer experience for $ARGUMENTS to identify improvement opportunities. ## Framework ### Customer Journey Stages | Stage | Touchpoints | Customer Actions | Emotions | |-------|-------------|------------------|----------| | **Awareness** | Ads, social, word-of-mouth | Discover brand | Curious | | **Consideration** | Website, reviews, store | Research options | Evaluating | | **Purchase** | Checkout, sales, payment | Buy product | Excited/Anxious | | **Use** | Product, support, onboarding | Use solution | Satisfied/Frustrated | | **Loyalty** | Follow-up, community, rewards | Recommend, repurchase | Engaged | ### Experience Metrics | Metric | Formula | Target | |--------|---------|--------| | **NPS** | % Promoters - % Detractors | >50 | | **CSAT** | Satisfied customers / Total surveyed | >80% | | **CES** | Effort score (1-7 scale) | <3 | | **Retention** | Returning customers / Total | >90% | ## Output ``` ## Customer Experience Analysis: [Product/Service] ### Journey Map **Stage 1: Awareness** - Touchpoints: [List] - Pain points: [Issues] - Opportunities: [Improvements] **Stage 2: Consideration** - Touchpoints: [List] - Pain points: [Issues] - Opportunities: [Improvements] [Continue for all stages] ### Experience Scorecard | Metric | Current | Target | Status | |--------|---------|--------|--------| | NPS | 35 | 50 | 🟡 Gap: -15 | | CSAT | 72% | 80% | 🟡 Gap: -8% | | CES | 4.2 | 3.0 | 🔴 Gap: +1.2 | | Retention | 85% | 90% | 🟡 Gap: -5% | ### Priority Improvements | Priority | Stage | Issue | Impact | Effort | |----------|-------|-------|--------|--------| | 1 | Purchase | Long checkout | High | Medium | | 2 | Use | Complex onboarding | High | High | | 3 | Consideration | Poor mobile UX | Medium | Low | ### Action Plan **Immediate (0-30 days)** 1. [Action 1] 2. [Action 2] **Short-term (30-90 days)** 1. [Action 1] 2. [Action 2] ``` ## Tips - Walk through journey yourself - Interview real customers - Focus on emotional peaks and valleys - Prioritize high-impact, low-effort fixes