Definition: Customer Experience is the whole (sum) of all experiences a customer has with a supplier of goods and services, over the duration of his relationship with that supplier.
These experiences include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.
The term can also be used to mean one single individual experience over one transaction.
Positive CEs are obviously conducive to customer satisfaction and customer loyalty.
Can be managed using Schmitt's Customer Experience Management approach.
© 2017 MBA Brief - Last updated: 22-9-2017 - Privacy | Terms