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