These days, customer experience is one of the biggest topics. Many, if not most, vendors have restructured, reshaped, or just renamed their portfolios to reflect customer experience one way or the other. Customer experience is great, customer experience is valuable . Now, what is customer experience? According to Paul Greenbergās definition , ācustomer experience is how a customer feels about a company over timeā. Bruce Temkin defines customer experience as āthe perception that customers have of their interactions with an organization.ā Similarly, the Gartner Group defines customer experience as āthe customerās perceptions and related feelings cause by the one-off and cumulative effect of interactions with a supplierās employees, systems, channels or products.ā What all these definitions have in common is that they are talking about something that is not in the realm of the business and quite abstract. I often say that good customer experience (CX) is the new differentiator as produ...
- CRM (and other) Thoughts from Down Under