Wikipedia’s summary of Customer Experience provides a solid overview:
“Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context.
Analysts and commentators who write about customer experience and customer relationship management have increasingly recognised the importance of managing the customer’s experience. …
… A company’s ability to deliver an experience that sets it apart in the eyes of its customers serves to increase the amount of consumer spending with the company and, optimally, inspire loyalty to its brand.”
Customer Experience is intrinsically important for product development. I will write more about the influence of the Customer Experience (CX) in the near future. Particularly the differences between User Experience (UX) and Customer Experience seem to cause a lot of confusion. It is admittedly not easy to see through the jungle of information you find online, so I will try to clear up the most common misunderstandings and provide a summary of key factors that make CX work.
(Photo: Terry Johnston, Flickr)