What is Customer Experience?

We Have Developed A Customer Experience Definition to Guide Organizations

As pioneers in the field of customer experience we have conducted a great deal of research into what constitutes a “Customer Experience”. Much of this research was focused development of our five bestselling books on the subject. We have also published numerous White Papers and Case Studies, in addition to hosting frequent Webinars and Online CX Training Courses. View all CX Resources.

A CUSTOMER EXPERIENCE:

is a Customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organization. This perception affects Customer behaviors and builds memories, which drive Customer Loyalty and affects the economic value an organization generates.

RICOH Canada experienced a 34 point Net Promoter Score improvement in just 30 months. How did they do it?

Our focus on improving customer experience helps to drive value, reduce cost and build competitive advantage.

How We Can Help

It’s a complex process of understanding your organization’s relationship with your customers. When addressed effectively, customer experience eases customer acquisition, drives customer loyalty and improves customer retention.

Helping organizations develop customer experience strategies that deliver results. Learn how to get started.

Undertaking specialized emotionally-based customer research methods we’ve developed in conjunction with some of the world’s most prestigious business institutions. Discover how you can do the same.

Helping to define how customer-centric the organization is, and how customer-centric it wants to be. Let us show you how to gauge your customer-centricity.

Designing emotionally engaging Customer Experiences. Start designing the next level of your Customer Experience.

Measuring the experiences the organization currently delivers. Find the key points to measure your CX.

Training leaders to become customer experience experts themselves. Start engaging your Senior Leadership.

Beyond PhilosophyCustomer Experience