Customer Experience

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.

View Related Customer Experience and Integration Publications

Video

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

CMA Whitepaper

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 Publication

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