Customer Experience
by @linuszz
Map and analyze customer experience touchpoints. Use for improving satisfaction, loyalty, and customer journey optimization.
clawhub install customer-experienceπ About This Skill
name: customer-experience description: "Map and analyze customer experience touchpoints. Use for improving satisfaction, loyalty, and customer journey optimization."
Customer Experience Analysis
Metadata
Instructions
Map customer experience for $ARGUMENTS to identify improvement opportunities.
Framework
Customer Journey Stages
| Stage | Touchpoints | Customer Actions | Emotions | |-------|-------------|------------------|----------| | Awareness | Ads, social, word-of-mouth | Discover brand | Curious | | Consideration | Website, reviews, store | Research options | Evaluating | | Purchase | Checkout, sales, payment | Buy product | Excited/Anxious | | Use | Product, support, onboarding | Use solution | Satisfied/Frustrated | | Loyalty | Follow-up, community, rewards | Recommend, repurchase | Engaged |
Experience Metrics
| Metric | Formula | Target | |--------|---------|--------| | NPS | % Promoters - % Detractors | >50 | | CSAT | Satisfied customers / Total surveyed | >80% | | CES | Effort score (1-7 scale) | <3 | | Retention | Returning customers / Total | >90% |
Output
## Customer Experience Analysis: [Product/Service]Journey Map
Stage 1: Awareness
Touchpoints: [List]
Pain points: [Issues]
Opportunities: [Improvements] Stage 2: Consideration
Touchpoints: [List]
Pain points: [Issues]
Opportunities: [Improvements] [Continue for all stages]
Experience Scorecard
| Metric | Current | Target | Status |
|--------|---------|--------|--------|
| NPS | 35 | 50 | π‘ Gap: -15 |
| CSAT | 72% | 80% | π‘ Gap: -8% |
| CES | 4.2 | 3.0 | π΄ Gap: +1.2 |
| Retention | 85% | 90% | π‘ Gap: -5% |
Priority Improvements
| Priority | Stage | Issue | Impact | Effort |
|----------|-------|-------|--------|--------|
| 1 | Purchase | Long checkout | High | Medium |
| 2 | Use | Complex onboarding | High | High |
| 3 | Consideration | Poor mobile UX | Medium | Low |
Action Plan
Immediate (0-30 days)
1. [Action 1]
2. [Action 2]
Short-term (30-90 days)
1. [Action 1]
2. [Action 2]