More and more organizations are focusing on increasing customer experiences in order to acquire and retain a greater number of customers. Perhaps, there is no greater way to gain customer loyalty than to continuously maximize customer delight while minimizing customer pain. However, there is no explicit methodology that focuses on maximizing customer delight and minimizing customer pain.
Wisdomsourcing is a tool that focuses on improving customer experiences through the resolution of customer trade-offs. The resolution of some trade-offs includes the maximization of delight and the minimization of pain. The Customer Experience Matrix is a key tool of the Wisdomsourcing methodology. This document presents a template and an example on the Customer Experience Matrix.