+61 9555 7955The Customer Experience (CX) Deck
Looking for a simple, human-focused tool that reimagines the way you connect with your customers?
The Customer Experience (CX) Deck is a beautifully simple tool for better customer experience and more aligned employees.
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.
“Customers aren’t data points, they’re human beings.” – Jeremy Dean, Founder Riders & Elephants.
Curating your customer experience
Think about your most recent experience of ‘poor’ customer service. How did it make you feel? Do you think any of your customers might feel that way about your organisation, product or service?
Now think about a brilliant service experience. How did that make you feel? Was there anything special that the person did you make you feel that way?
What if your team could curate those kinds of experiences for your customers?
Let us help you use the CX Deck to understand your customers, learn how to ask the right questions, and curate that ever important customer experience.
Solutions Showcase
Solution 1 - Sales Development Program extension
The challenge
- Targeted retirement living teams aiming to:
- Convert interest into action effectively during presentations.
- Handle initial prospect conversations more confidently.
- Stimulate greater prospect engagement.
- Desired to create a consistent experience for prospective residents, enhancing resident advocacy.
- Aimed to increase EI, self-awareness, and emotional state management among team members.
Our solution
- Conducted focus groups with leadership to shape program content and context for real-world application.
- Developed a series of interactive workshops, addressing the psychology of influence, perspective taking, sensory engagement in presentations, and maintaining resourceful states.
- Incorporated case studies and role plays to foster experiential learning.
- Included a customer experience workshop to clarify the desired emotional journey for residents.
- Follow-up skill clinics were held post-workshop to reinforce techniques and ensure context-specific application.
Solution 2 - Development of luxury customer experience
The challenge
- Previous training had centred on product knowledge and brand representation, creating a technically knowledgeable team but leaving a gap in advanced customer engagement skills.
- Customer engagement skills varied widely among specialists.
- Identified a need to elevate the customer experience, ensuring it matched the high expectations associated with the brand across all touchpoints.
- Desired to create a lasting impression on customers from the first interaction, aligning employee behaviour with the brand’s values while embedding consistent customer experience practices into the organisation’s culture and training resources.
Our solution
- Delivered a two-day workshop focused on key customer experience aspects, including creating a lasting first impression, understanding the psychology of customer satisfaction, and cultivating a ‘confidence state’ for client interactions.
- Held a two-hour customer experience deck session to map out the emotional impact desired at each touchpoint of the customer journey.
- The program established a framework for delivering a unified, high-quality luxury experience across customer interactions.
Solution 3 - Authentic customer centricity program
The challenge
- Call centre team of around 280 people, with assessments revealing customer interactions were primarily transactional, lacking emotional intelligence and hurting customer satisfaction.
- Low resilience and mindset management among employees, contributing to a high attrition rate of 50%.
Our solution
- Conducted a diagnostic review to establish data-driven success criteria, aiming for an NPS of +30, and aligned with relevant KPIs.
- Utilized the CX deck to clarify the desired emotional customer experience.
- Ran conversational skills workshops grounded in EI and neuroscience to cultivate meaningful, emotionally resonant interactions.
- Provided an embedding program with practice plans, online learning, and leader-led check-ins to bolster learning transfer.
- Developed a leader embedding and master coach program to enhance leaders’ ability to engage in mindset-focused coaching with their teams.
- Designed conversational scorecards to help leaders assess and support the application of new skills.
- Delivered a train-the-trainer program to certify internal trainers, ensuring the sustainability of the program for future inductions and onboarding.
Frequently Asked Questions About the Customer Experience Deck
The Customer Experience Deck, often referred to as The CX Deck, is a card-based tool designed to facilitate conversations about customer experiences.
Blog Posts About the Customer Experience Deck
Read about how we used the Customer Experience Deck to align the team on how we want our customers to feel.
Learn about the importance of replacing a pure service focus to to a sales and service mindset.