What is the definition of Customer Experience?
The definitions of customer experience are many however in 99% of cases incorrect. Why so? Well simply because they are from a company viewpoint, that is ‘Inside-Out’.
A truly customer-centric definition needs to see customer experience through the customer’s actual experience. Accordingly, the CX definition the BP Group and partners endorse through our training, mentoring and consultancy is:
A customer experience is the sum of the thoughts, feelings and interactions a customer has about and with different products and services during the achievement of a goal or outcome
James Dodkins aka ‘CX Rockstar’
This talks neatly to the point that the experience starts with a need and finishes when that need has been fulfilled. It goes way beyond when the process for the company starts and ends.
So next time someone challenges you to define ‘what is customer experience?’ give them that.
You may even get people confusing customer experience with customer service but that discussion is for another day 😉
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
How You Can Become ‘Outside-In’… https://bit.ly/WhyOutsideIn
Start here and follow these simple steps:
Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://bit.ly/GCCACXP
Step #2 – Get The Book: Outside-In The Secret *FREE* | https://bit.ly/OI2021now
Step #3 – Get the Software:
Parallel | http://bit.ly/Parallel2021
Step #4 – Connect With The Community:
Step #5 – Keep Pace with Change:
Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023