Defining the ‘Customer Experience’


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Richard Tait has started blogging again at Winning Customer Experiences, and restarted his blog with the question ‘What exactly is “Customer Experience?”

I replied with:

“A Customer Experience is an interaction between an organisation and a Customer. It is a blend of an organisations physical performance, the senses stimulated and emotions evoked, each intuitively measured against Customer Expectations across all moments of contact.”

We came to this definition through the research undertaken for our three books on Customer Experience.

It’s great to see Richard blogging again, head over to his blog and add your thoughts on how you define what exactly the Customer Experience is.


Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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