Thursday, April 12, 2007

Defining "customer experience," part 4

Today's definition of the term "customer experience" comes from Becky Carroll, of Customers Rock! For more definitions, read part 1, part 2, and part 3.

"The customer experience encompasses all aspects of a customer's interaction with us. It spans the sales, the packaging, the 'out of box' experience (opening the product), the registration and installation/set-up, the usage, and the ongoing maintenance of the product or service (think PCs).

Or, in retail, it spans the in-store experience of the shelf displays, the size of the aisles, the crazy wheels on the shopping cart, the employees, the restrooms, the check-out lines and clerks, and the ease of returns.

In service, it spans the sales, the installation, the usage, the subscription, the monthly bills, and the upgrades (think cable/satellite TV). Take a moment now and think of what this looks like for your company and your industry!


In a nutshell, I believe the customer experience is a cradle-to-grave experience with a product or service. Not from a 'life' perspective, but from the life that customer has with that product or service." You can read Becky's full post here.

And, for a great post on cool customer experiences, visit Orange Slices, a library blog from Florida. This post makes me want to get on a plane to New York immediately to check out this Samsung store!

I'd also encourage you to read the comments on these posts, as people are offering some great additional information. Listen to my podcast with Susan Abbott, where we delve into this topic in depth.

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1 comment:

  1. Great series of posts on customer experience definitions, Stephanie. The wide variety of definitions is reflective of the wide variety of ways our customers look at us. This is why it is so important for organizations to really understand their customers before reinventing the customer experience.

    Good stuff, Stephanie!

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