Posted by: Greg Siefert | June 13, 2009

So…what is customer experience?

Customers are constantly interacting with your company — on the web, in your stores, with your products, or through your services.  How well do you meet their needs and solve their problems?  How quickly do you anticipate what customers want next?  More importantly, what do they tell their friends or post on their blogs?

Customer Experience is the aggregate of all interactions that a customer has with a company.  From the first impression to the first meeting. From the purchase to the use and support.  Every single interaction forms the customer experience.  You may have a great product, but one bad interaction can spoil the entire customer experience.

My goal is for this blog to explore customer experience and to help others imagine, design, and implement exceptional customer experiences!


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