CUSTOMER EXPERIENCE UNEARTHED: A Deep Dive into Real-Life Stories from the CX Therapy

Have you ever paused to consider the Customer Experience from the consumer's viewpoint? It's easy to forget, while ensconced in professional roles, that we are also everyday customers navigating an array of experiences—both delightful and disheartening. This book invites you on a revelatory journey, seeing the world through the eyes of genuine customers. Eschewing complex journey mapping, we zero in on the authentic human experience. Featuring 40 powerful stories from the CX Therapy series, this guide uncovers frequent hiccups in customer journeys and arms you with practical solutions. An essential read for anyone committed to elevating simple transactions into memorable experiences.

Why is this a book you should add to your shelf:

At the heart of every successful business lies a deep understanding of its customers. Yet, in the fast-paced modern business world, professionals often become insulated from the genuine, ground-level experiences of their consumers. Here's why "Customer Experience Unearthed" is an indispensable read for anyone seeking to bridge this gap and truly comprehend the consumer journey:

1. Experience the Customer's Reality:

This book doesn't just talk about Customer Experience from a corporate boardroom perspective. It dives deep into the world of the consumer. By reading, you'll step into the shoes of real customers and witness their highs and lows, enabling you to gain an authentic perspective of prevailing Customer Experience gaps. It serves as a poignant reminder that behind every feedback, complaint, or praise, there's a genuine human experience awaiting attention.

2. Concrete Strategies Over Theories:

While there's no shortage of literature that discusses the importance of Customer Experience, few provide actionable, practical solutions grounded in real-world experiences. This guide, enriched with 40 relatable stories from the CX Therapy series, doesn't just highlight problems—it equips you with tangible strategies.

3. Connect the Dots for a Holistic Understanding:

Every touchpoint in a customer's journey contributes to their overall experience. Recognizing this, the book provides an immersive exploration into various steps of the customer journey. Rather than being siloed, you'll see how these steps interlink, amplifying the importance of each in constructing an impeccable overall experience. By understanding the full spectrum, businesses and professionals can better anticipate customer needs and craft journeys that truly resonate.

What experts say about it:

Whether you're a jaded consumer seeking to understand why businesses fail you, a CEO with a desire to shift your company's perspective, or a CX professional looking for fresh ideas, this book is your go-to resource. Julien's Customer Experience Unearthed is exactly what the doctor ordered for anyone and everyone involved in creating customer experiences.

Shep Hyken

The stories that form the basis for Customer Experience Unearthed resonate with us all – bad customer experiences. The magic of Julien Rio’s telling of these too-familiar tales is in the tactics each chapter offers on how to correct the core issues that led to customer service failure. Whether you are a customer service manager, a product manager, a contact center agent or a senior executive, this book offers practical advice on how to create the customer happiness that each business strives to deliver.

Sheila McGee-Smith

We all, as consumers, want to be heard and understood. In fact empathy and proactivity have become key skills when it comes to having digital customer conversations - and they are also pillars of this book. Page after page, Julien provides vivid case examples of major customer experience hiccups and gaps with a constructive goal: showing where most pain points lie to help companies improve and remove them. That's why 'Customer Experience Unearthed' is more than just a book, it's an actionable guide for organizations willing to question themselves to improve.

Paolo Fabrizio

This book emerges as a crucial resource for Customer Experience professionals, emphasizing the underutilized force of storytelling. It does not merely preach the utility of storytelling; rather, it embodies it, illustrating its principles through clear, compelling narratives that resonate with professionals in the field. The author's expertise shines through as they offer not only an understanding of storytelling's power but also practical solutions and creative ideas to tackle the complex issues CX professionals face. This book is more than an instructional guide—it is an inspiration, encouraging the integration of storytelling into the CX toolkit to create impactful and memorable customer experiences.

Michael Brandt

The prose is sparkling, the articulation is clear and there's nuance in Julien's observations that respects the complexity of the CX field. A valuable, real-world listing of possible solutions that lifts the book above the realm of 'complain porn' and into one of use & value to the Reader. So if you have Customers – and have some level of interest in what they think or how they feel when they interact with you – then enjoy this book!

Daniel Ord

About the author:

Julien Rio is the co-founder of CX Therapy, a vlog series launched in 2021 with Max Ball, that explores real-world customer experiences across various sectors. A Certified Customer Experience Professional (CCXP), Julien brings 15 years of marketing expertise from both Asia and Europe to his work.