Customer experience
From Wikipedia, the free encyclopedia
Customer experience is the quality of the experience as apprehended by a customer resulting from direct or indirect contact with any touch point of a company, including marketing, branding, customer service, support, in-store experience, product design, service or Web site, etc. Customer experience in this broader sense also includes "User Experience", which as the name suggests, is concerned with, and limited to, direct usage of a product.
The quality of the customer experience at any touch point individually can affect the overall relationship a customer has with a company. For example, a customer with a very high opinion of a company and its products may have a complete turn-around after a negative post-sales service customer experience. Or a company with an otherwise fine track record at many customer touch-points may create a negative experience through a poorly executed marketing communication piece or practice.
[edit] Case Studies
Examples of good customer experiences created and/or destroyed
[edit] See also
- experience economy (Pine and Gilmore)
- customer experience management
- list of marketing topics
- Customer relationship management
[edit] References
- Customer Experience Optimization, in Customer input Journal, Customer input, Hong Kong, April 2005 ]
- Building Great Customer Experiences, - Book on how to create a great Customer Experience
- Revolutionise your Customer Experience, - Book reveals "Naive to Natural" model of how organisations are being forced to become more Customer focused.
