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.



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