A lot of people ask me what a Customer Experience is. Well. That’s actually rather easy.
As a consumer or corporate customer we are interacting with a provider of goods and services in a number of ways. Online and offline. And that can be a good or a bad experience. It’s about the emotion or feeling that you as customer have during or after that contact/interaction with that provider (think about how the guy in the video about outsourcing at Burger King feels. With a person, an add or whatever contact with the corporate of personal brand.
The customer (in this case a woman with a small child on her lap) can interact with (“touch”) the provider and his or her organisation in many different ways: by phone, through the Net on websites, in an office, receiving emails, face-to-face, through brochures and more and more through social media and smartphones and other mobile devices. We call those points of contact “touchpoints”.
It is easy to understand why it is important to make sure your customers have as many good experiences as possible and to make sure that in this very competitive and connected world we live in, the bad experiences are repaired as quick as possible.
To be continued.
The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever
The customer experience revolution has begun and it is changing the way the best companies do ...
Create a great customer experience whoever you are. Customers are powerful. They have a loud ...
What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding ...
Everyone knows that the best way to create customer loyalty is with service so good, so over ...