CX Exploratory Questions

About: This content will help you start developing questions about your buyer and customer experience
of your customer facing departments. When using these questions make
personas.
Buyer Experience
Buyers & Customers
1. What was your experience when buying our offering?
2. How was your buying experience better/worse with our offering than the alternative purchases you
are/were considering?
3. What information was available for you to conduct research prior to buying? How was it helpful/not
helpful? What information was missing that would be valuable?
4. How did you leverage our people during the buying process and was it helpful? Why?
5. How important is it to have a person to engage with, to facilitate purchasing decisions?
Transition from Buyer to Customer Experience
Buyers & Customers
1. How was the transition from completing the purchase to using the offering?
2. How soon were you able to realize value from your purchase? What could have occurred to
accelerate value?
3. What expectations and guarantees made during the sales process were met/not met?
4. What information would have helped as you transitioned from buyer to customer?
Customer Experience
Customers
1. What are your early indicators that your purchase was a positive/successful one?
2. How accessible is information regarding the offering you've purchased?
3. How often do you use Customer Service and why? How was your experience?
4. How often do you engage with your primary contact at our organization? Do you need/want more
engagement from a human?
5. How frequently do you feel you are being "sold to?"
6. What information would help you justify your purchase to your colleagues/leadership?
7. How are you using the purchased offering? How can the purchase be further leveraged, both
upstream and downstream as part of your business processes?
8. How are you monetizing the data generated from our offering (assuming there is data)?
 tions about your buyer and customer experience. Some questions are for your buyers/customers directly, while others are
se questions make certain you've done your homework by tailoring questions to your offerings, industry, buyer's journey an
ffering than the alternative purchases you
ch prior to buying? How was it helpful/not
uable?
ss and was it helpful? Why?
cilitate purchasing decisions?
using the offering?
ase? What could have occurred to
process were met/not met?
from buyer to customer?
ositive/successful one?
e purchased?
as your experience?
r organization? Do you need/want more
your colleagues/leadership?
urchase be further leveraged, both
sses?
ering (assuming there is data)?
Customer Facing Departments
1. Do our customers prioritize the buying experience over the actual
performance of our offerings when making a purchase decision?
2. What experience do our customers have when buying our product?
3. How is our buying experience a source of competitive advantage?
4. What are our customers' most frequent complaints about buying our offerings?
5. How are we measuring the buying experience? What is the performance thus far?
6. How does our digital engagement empower CX? Our physical (in person) engageme
Customer Facing Departments
1. What do we hear from our customers about our post-sales processes (offering fulfil
on-boarding, training, etc.)? The good? The bad?
2. How are handoffs occurring from sales to post-sales departments?
3. How are we measuring the transition experience? What is the performance thus far
4. How often do customers churn during the transition?
Customer Facing Departments
1. Is our customer relationship transactional or is it an ongoing relationship with inten
on the customer experience?
2. How does our customer experience earn brand loyalty?
3. What are our customers upstream and downstream considerations when using our
offerings? How can we help our customers further with complementary offerings?
4. How are we measuring the customer experience? What is the performance thus far
5. How does the customer like to engage to purchase additional offerings (upsell/cross
What is working/not working when it comes to our upsell/cross-sell motions?
6.
How quickly can our organization iterate a product based on customer feedback and
back into the market?
 while others are asked
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/cross-sell motions?
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