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Customer Experience Definition

customer experience definition

The definition of customer experience is the starting point for your strategy.

Inconsistent viewpoints are often the source of stalled progress.

Shared vision is vital to employee engagement.

The best definitions reflect customers’ views and well-being.

Accelerate customer experience excellence through clarity and actionability.

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CUSTOMER EXPERIENCE DEFINITION

CUSTOMER EXPERIENCE MANAGEMENT

What is a Customer?

(1) Has a role in the decision/action to get something. (2) Uses what is obtained.

What is Customer Experience?

Customers’ realities in selecting, getting, and using a solution that enables a capability they want.

What is Customer Experience Management?

Discipline of treating your customer relationships as assets with the goal of engaging customers as brand advocates.

What is Customer Experience Optimization?

Natural customer passion for a brand through company-wide alignment with buyer priorities for enduring revenue and profit growth.

What is Customer Experience Enablement?

Bridge between voice-of-the-customer and customer engagement to earn trust, loyalty, and enduring profit growth.

What is a Customer's Job-to-be-Done?

Anything customers buy has one motivation: to acquire a capability (to relax, to be entertained, to avoid pain, to grow, to live, to make money). That capability is their "job-to-be-done". Your product or service is a means to that end. When you focus everyone in your company on the capabilities that customers are seeking, it elevates performance, innovation, and value creation.

What is the Purpose of Business?

To serve customer needs. "The customer is the foundation of a business and keeps it in existence." — Peter Drucker Customers make paychecks and budgets possible; shareholders leave when customers leave, not the other way around.

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