Definition of the week: What is customer experience?

By Anders Björklund

Definition of the week: What is customer experience?

This ‘definition of the week’ is about customer experience. 

What is customer experience?


The customer’s immediate perceptions and related feelings caused by a one-off and/or cumulative effects of interactions with a supplier’s employees, systems, solutions, touch points, channels or products and services.

This definition is from the prospect's or the customer's point of view, the important view.

It is what your prospects and customers think, feel, and say about your brand as a result of every interaction they have with you.

Anders Björklund
Founder, CEO & Strategist since 2001. Anders provides thoughts and reflections about what and how to think about onlinification and digitalisation in B2B. Asks a lot of questions, and knows what to do with the answers.
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