What is Customer Experience Management – Baseline Definitions
I get these questions a lot, so sharing here in case you find this helpful…
What is Customer Experience Management?
(with some good industry definitions)…
The sum of total conscious events.
~ Oxford Dictionary
“The customers perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, channels, systems or products”.
‘Customer Experience Management’
The practice of designing and reacting to customer interactions to meet customer expectations and thus, increase customer satisfaction, loyalty and advocacy.