Customer Experience

Map and analyze customer experience touchpoints. Use for improving satisfaction, loyalty, and customer journey optimization.

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