Customer Experience

   

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.


   

   

More on customer experience.
More on customer relationship: Co-creation, Customer Expectation, Customer Experience Management, Customer Loyalty, Customer Path, more...



   

MBA Brief offers accurate and concise definitions of MBA concepts, frameworks, methods and models.

We love to keep things really short, but provide links to learn more about your subject and to similar concepts.





© 2021 MBA Brief - Last updated: 12-4-2021  -  Privacy   |   Terms