1. Customer Sacrifice
Some 90% of car owners claim to be satisfied, according to a survey, yet car buyers defect by the
millions each year. Note: Only 40% actually buy their next car from the automobile
manufacturer that "satisfied" them the last time.
So what is going on here?
The problem is that most companies confuse "customer satisfaction" with "customer
experience". Customer Satisfaction is not a true measure of the connection a company makes
with customers.Customers often express satisfaction if a company meets their expectations-but
they may simply have low expectations. For example, after years of lousy food on virtually
every airline, few customers expect anything better. Customer Satisfaction really only helps
you meet your customers' already low expectation.
In their classic book, The Experience Economy, Joseph Pine and James Gilmore say that
companies need to turn the question inside out. Instead of asking how we did, companies need
to ask what you, the customer, want. That means understanding Customer Sacrifice: the gap
between what a customer settles for and what he wants exactly. Reducing customer sacrifice
results in a better experience for the customer.
Customer Experience is about exceeding expectations and producing an emotional impact in
the process that leaves the customer with a sense of trust, a feeling of delight, and most
importantly a feeling that they are closer to achieving their goals.
© Rupa Shankar
www.cxpdesign.com

2. About CXP Design
CXP Design (www.cxpdesign.com), founded by Rupa Shankar, is a platform for marketers,
technologists, designers and leaders to discuss and gain a deeper understanding of cross-channel
customer experience design, develop empathy for customer needs and learn how to create
products and services that deliver "wow" experiences for customers.
When we check into a hotel. When we shop on-line. When we buy a pair of shoes. When we get on
a flight. These are experiences by which we measure brands every day. However, most companies
are without the tools to purposefully design those experiences for maximum value. That’s where
CXP Design comes in.
Day in, day out, we live, sleep, eat, breathe and unravel the riddle that is human experience, leading
to more loyal and committed customers for our clients.
www.cxpdesign.com
www.facebook.com/cxpdesign
www.twitter.com/cxpdesign
http://in.linkedin.com/groups/CXP-Design-Creating-Customer-Wow-4726523
Rupa is an Associate Director at Happiest Minds Technologies (www.happiestminds.com), a next-
generation IT Services & Solutions company at the forefront of Providing Advisory, Implementation and
Managed Services on Social computing, Mobility, Analytics, Business Intelligence, Cloud computing,
Security and Unified Communications. At Happiest Minds, Rupa is responsible for uncovering and
activating innovative digital and social engagement strategies for its clients, spearheading the
development of frameworks and solutions for different industry verticals and enhancing the global go-to-
market strategy. She taps into her past work as both a design practitioner and marketer to help Happiest
Minds clients envision and define broad, end-to-end customer experiences.
© Rupa Shankar
www.cxpdesign.com