Comments on: defining the customer experience http://www.ceforprofit.com/2009/04/defining-the-customer-experience/ insights from author linda ireland Thu, 02 Sep 2010 02:44:45 -0400 http://wordpress.org/?v=2.8.1 hourly 1 By: Nikhil Datar http://www.ceforprofit.com/2009/04/defining-the-customer-experience/comment-page-1/#comment-2627 Nikhil Datar Thu, 15 Jul 2010 22:45:37 +0000 http://www.customerexperienceforprofit.com/blog/?p=23#comment-2627 In my view, there are two sides to this definition 1. A business whose interest is in profitable revenue growth and 2. The customer whose interest is in finding someone that can be trusted for making their life better So, for a customer, customer experience represents an evidence that a particular brand is worth trusting and respecting. For the business, it is about thinking around a customer's life and creating an evidence that a customer can trust them or in some cases respect them This evidence is usually in the form of a product and/or a series of interactions. In my view, there are two sides to this definition

1. A business whose interest is in profitable
revenue growth and
2. The customer whose interest is in finding
someone that can be trusted for making their
life better

So, for a customer, customer experience represents an evidence that a particular brand is worth trusting and respecting.

For the business, it is about thinking around a customer’s life and creating an evidence that a customer can trust them or in some cases respect them

This evidence is usually in the form of a product and/or a series of interactions.

]]> By: Jorge Garcia del Arco http://www.ceforprofit.com/2009/04/defining-the-customer-experience/comment-page-1/#comment-2016 Jorge Garcia del Arco Tue, 30 Mar 2010 06:26:04 +0000 http://www.customerexperienceforprofit.com/blog/?p=23#comment-2016 Hi Linda, I fully agree on the lack of clarity by organizations in this matter. In our constant search for the best approaches in this field, we have found a reflection of American Stephen P. Anderson about experience design, brilliant in its simplicity: "It's about people, their activities and the context of those activities" From Xupera we add to this definition: The fulfillment of the brand promise of the organizations to their target customers through efficient processes with people involved in the project (internally & externally) in a consistent manner in any context (stage relationship , contact channel ...). The What, the goal remains the same, making money. The How makes the difference. Enjoying reading your blog and twitts Jorge Garcia del Arco XUPERA Xperiencing Customers CEO http://bit.ly/ak0Rip Hi Linda,

I fully agree on the lack of clarity by organizations in this matter.

In our constant search for the best approaches in this field, we have found a reflection of American Stephen P. Anderson about experience design, brilliant in its simplicity: “It’s about people, their activities and the context of those activities”
From Xupera we add to this definition: The fulfillment of the brand promise of the organizations to their target customers through efficient processes with people involved in the project (internally & externally) in a consistent manner in any context (stage relationship , contact channel …).

The What, the goal remains the same, making money. The How makes the difference.

Enjoying reading your blog and twitts

Jorge Garcia del Arco
XUPERA Xperiencing Customers
CEO
http://bit.ly/ak0Rip

]]> By: jennifer http://www.ceforprofit.com/2009/04/defining-the-customer-experience/comment-page-1/#comment-63 jennifer Wed, 29 Jul 2009 14:51:54 +0000 http://www.customerexperienceforprofit.com/blog/?p=23#comment-63 Customer experience is every single interaction a customer has with your brand. Most companies I've worked with have never actually mapped the customer experience (especially not from the customers' POV) which is essential for strategically managing the experience and creating the desired "on brand" outcome. Customer experience is every single interaction a customer has with your brand. Most companies I’ve worked with have never actually mapped the customer experience (especially not from the customers’ POV) which is essential for strategically managing the experience and creating the desired “on brand” outcome.

]]> By: Linda http://www.ceforprofit.com/2009/04/defining-the-customer-experience/comment-page-1/#comment-45 Linda Wed, 24 Jun 2009 03:57:42 +0000 http://www.customerexperienceforprofit.com/blog/?p=23#comment-45 True indeed. Another important ingredient of a great customer experience is that it - on the whole - actually helps the customer solve the problem or ned that triggered them to act. Whether I'm a CIO buying enterprise software to make my company more secure or a high school student downloading my first track from iTunes to make my bus ride enjoyable - every customer experience must solve a need. Appreciate you stopping by Justin - great point. LCI True indeed. Another important ingredient of a great customer experience is that it – on the whole – actually helps the customer solve the problem or ned that triggered them to act. Whether I’m a CIO buying enterprise software to make my company more secure or a high school student downloading my first track from iTunes to make my bus ride enjoyable – every customer experience must solve a need. Appreciate you stopping by Justin – great point. LCI

]]> By: Justin Flitter http://www.ceforprofit.com/2009/04/defining-the-customer-experience/comment-page-1/#comment-44 Justin Flitter Wed, 24 Jun 2009 03:44:29 +0000 http://www.customerexperienceforprofit.com/blog/?p=23#comment-44 Hi Linda. A Good Customer Experience is when the customer feels that particular interaction happened as or better than they expected it to. In my experience earning trust and ensuring a good customer experience is about making it easy for people to buy from you and easy for them to get support or engage. When they want to. Enjoying reading your blog and I have the RSS. Cheers Hi Linda.
A Good Customer Experience is when the customer feels that particular interaction happened as or better than they expected it to.
In my experience earning trust and ensuring a good customer experience is about making it easy for people to buy from you and easy for them to get support or engage. When they want to.

Enjoying reading your blog and I have the RSS.

Cheers

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