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What is #thecxdeck?
This card game can help you and your organisation become more customer-centric. It works by sparking structured conversations about who your customers are, what you know and don’t know about them, and how you want customers to feel when they engage with your business.
love how simple it is to get access to a range of emotive words as it takes the pain away from thinking about it.
As a huge fan of the Emotional Culture Deck, I'm thrilled to add the Customer Experience Deck to my toolkit.
Thought-provoking, inspiring, and easy to use, I love how the CXD helps unlock insights around how our customers feel
Love it! Not only is it simple and easy to use, but attractive & professional too. Great addition to my design / HCD toolkit
I'm a big digital fan. I like complicated things, and in depth strategy games that take 8 hours to play. I looked at the free PDF they offer online, and thought: "This looks too simple. Why do I need a fancy deck to do this? Why not just a simple photo or slide with a list?"
Luckily, I had turned my normal brain off for the day, and decided: "Hey, I gotta learn about CX, so lets turn down the judgement a wee bit, and try something new"
So at best I expected a neat little widget to say "look I have a thing!"
What I got was astounding in 2 ways:
1: Having the physical cards is a completely different experience, (key word in Customer Experience I heard) that changes the way you perceive and process the game.
2: The game being simple is the point; Talking about emotions is complicated enough.
Happy to be humbled and see the complexity that can exist when you have a simple framework to work in, and when talking about the most important things to a company: Marketing, relationships, brand, and communication.... the difference is in the details. And this deck and game has a lot of thought and love put into every detail.
Using the Customer Experience deck helped to position a conversation with a disgruntled customer. By using the cards I set out how I wanted the customer to feel with number 1 feeling of being understood. The conversation with the customer was amazing!
Just received the decks and have yet to find the opportunities to use them. But love the thoughtful handwritten note that came with the parcel and I look forward to experiencing it.
This is a great tool as a Coach. I'm very happy with how I can introduce it to my service and how I support my clients. Thank you.
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