Customer Experience (CX) - An Emerging Area of Importance
Is Customer Experience (CX) a new buzz word and simply CRM (Customer Relationship Management) redefined? Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the life tme of the customer. CX is not just about the fiscal transaction that takes place between the customer and the company, rather the before and after experience as well. It defines whether a customer is not just an "high-volume order placer" rather an advocate for the product / service. For instance. due to my good Customer Experience with say Linkedin, I am not just a high volume user of the system but also a stronger advocate. Other variations of the definition include "A customer experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind. It is a blend of an organization’s rational performance, the senses stimulated and the emotions evoked and intuitively measured ag