Customer Experience… what is it?

Customer Experience… the term gets thrown around quite a bit of late… but what does it mean and how does it translate into a discipline & something that anyone can relate to. So what is customer experience?

Customer experience is the ‘journey’ of the customer through various interactions with an organization and their perceptions therein.

In order to develop the perfect customer experience, the organization would have to
. Understand the customer journey
. Constantly design the right offers for the right customers
. Exceed customer expectations in all interactions
. Aim at pleasing customers by revamping the customer experience regularly

It’s important to note however that to develop a good customer experience, one must be aware of all the experiences on offer to the customer.


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