Customer experience is the sum total of all interactions a customer has ever had with your brand: tangible, visual, emotional, read, blogged, consumed, experienced.
Although commonly considered “customer service”, it is in fact an experience that transcends all points where a customer might intersect with your brand, from researching to buying, to after-sales. To that end, building the desired customer experience requires tools such as (but not limited to) research, operations, brand management, marketing and employee engagement.
Customer Service in the Digital Age
In a series of Q & A’s presented in three video segments, we engaged in candid conversations with three leading Canadian brands on their journey into social media to support customer ...more
Customer Experience: A Roadmap for Marketers
A whitepaper prepared by CMA’s Integrated Marketing and Customer Experience Council discusses the core aspects of a customer experience program and how they interconnect with corporate strategies ...more
CMA Marketing Facts - 2013 Edition
Marketing Facts 2013 is the latest edition of the annual publication, released in December 2012. It includes updated statistics and information from over 38 respected and well-known sources. Excerpts and portions from a number of studies not widely available are included ...more