Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context.
The Long View of Customer Experience, Part 1 iMedia Connection (blog) This is the first in a series of articles about long-term customer experience and how to drive engagement beyond short-term and real-time efforts.
Southwest Airlines, which I have so often praised for their customer service and company culture, had something go wrong recently that I hope contains a lesson or two for the rest of us who are in business. With the help of a skycap and a “processing error,” they misplaced Alice Vaticano, an [...]
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Have you experienced your customer experience - as a customer? Retail Customer Experience If you haven't yourself experienced the customer experience at your business, is it really wise to invite an unsuspecting public in?
The customer experience is not just about customer service. Customer service isn’t just about a department. Servicing customers and striving towards better end-to-end customer experiences is everyone’s task.
Remy Simonis's insight:
Great article on the importance of the Contact Center in the Customer Experience.
Report: Appliance customers seeking end-to-end experience Retail Customer Experience The study, now in its sixth year, measures customer satisfaction with the largest appliance retailers based on performance in six factors: sales staff and service;...
Travel Industry Brand Loyalty Why delivering a great user experience is essential eTurboNews Building brand loyalty through a great user experience and customer service has the greatest differentiation potential but it's complicated.
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