Customer_Experience_Council

Four-seat customer-experience council for visitor and customer-facing decisions. Specialized — not a universal blocker.

The Customer Experience Council (CXC4) is a Claude Code skill that runs visitor-facing decisions through four named seats — Bezos (Day-1 customer obsession), Brené Brown (empathy + trust), Don Norman (UX affordances), and Solomon (verdict). Output is SHIP / EDIT / REWORK with a smallest visitor test.

Designed to catch trust gaps the Tech/Marketing/Sales/Operations/Decision councils do not own: first-impression bound, refusal warmth, escalation affordance.

Install

Three discrete paths. Pick one.

1. Claude Code plugin marketplace

/plugin marketplace add ojesusmp/Customer_Experience_Council
/plugin install customer-experience-council@customer-experience-council

Verify: open a fresh Claude Code conversation, ask the assistant to invoke customer-experience-council, and confirm it responds with the protocol intro.

2. Git clone (manual)

Git does not run install scripts — the copy step is manual.

git clone https://github.com/ojesusmp/Customer_Experience_Council.git

POSIX:

mkdir -p ~/.claude/skills/customer-experience-council
cp Customer_Experience_Council/SKILL.md ~/.claude/skills/customer-experience-council/SKILL.md

Windows PowerShell:

New-Item -ItemType Directory -Force "$env:USERPROFILE\.claude\skills\customer-experience-council" | Out-Null
Copy-Item "Customer_Experience_Council\SKILL.md" "$env:USERPROFILE\.claude\skills\customer-experience-council\SKILL.md"

Verify SHA-256:

sha256sum ~/.claude/skills/customer-experience-council/SKILL.md

(Get-FileHash "$env:USERPROFILE\.claude\skills\customer-experience-council\SKILL.md" -Algorithm SHA256).Hash

3. npm

npm install -g @ojesusmp/customer-experience-council

Postinstall (install.cjs) copies SKILL.md to ~/.claude/skills/customer-experience-council/, verifies SHA-256, and refuses to run inside the source repo unless CUSTOMEREXPERIENCECOUNCIL_FORCE_INSTALL=1.

Verify: the postinstall log prints [install] copied (sha256=…). Re-check independently:

sha256sum ~/.claude/skills/customer-experience-council/SKILL.md

Windows quirk: npm install -g github:ojesusmp/Customer_Experience_Council on Windows + Node 24 + npm 11 may print MODULE_NOT_FOUND and exit 1 even though the postinstall copy succeeded. Verify with the SHA-256 above. For a clean exit, use npm pack github:ojesusmp/Customer_Experience_Council then npm install -g <generated>.tgz.

Usage

customer-experience-council does our human-follow-up promise read clearly to a first-time visitor?

The council runs four turns — Bezos, Brown, Norman, Solomon — and emits SHIP / EDIT / REWORK with a smallest visitor test.

See SKILL.md for the full protocol.

The four seats

| Seat | Voice | Owns | |------|-------|------| | Bezos | Day-1 customer obsession | Max-bound expectations, work-backwards-from-customer | | Brown | Empathy + trust | Emotional truth, repair-after-error warmth, dignity | | Norman | UX + affordances | Signifier visibility, error tolerance, mental-model match | | Solomon | Synthesis judge | Verdict + smallest visitor test |

No fifth seat.

Specialized scope

CXC4 is NOT a universal blocker. It does NOT replace any other council. It runs in parallel when triggered.

Fires only when:

• Public touchpoint goes live (homepage, AI Concierge opening, lead form)
• Visitor expectation language changes
• Refusal/escalation moment design
• Onboarding affordance
• Post-launch friction review

Does NOT fire on:

• Internal infra decisions
• Pricing model selection (SC5 + DC4)
• Pure security threat modeling (TC4)
• Code refactors without UX change

Defaults

• Expectation-bound rule: every promise must include a max time bound visitor can self-calculate
• Refusal-recovery rule: after refusal, offer one specific alternative path
• Affordance rule: how-to-escalate-to-human must be visible without guessing
• Disclosure rule: AI self-disclose on first contact
• Dignity rule: never make visitor feel ignorant
• Reject reflex: "we'll get back to you" with no bound → killed
• Approve reflex: "max-bound + recovery + visible escalation + AI disclosed" → green

Siblings

• Technical Council (TC4)
• Marketing Council (MC)
• Sales Council (SC5)
• Operations Council (OC4)
• Decision Council (DC4)
• Customer Experience Council (CXC4) — specialized, this council

Credits

Built and maintained by Orlando Molina under TruePointAgents.

License

Released under the MIT License.