What is Customer Experience? (Video)

Some years it’s difficult to decide on the content for my first post. But this year it was very easy. This new video is the perfect way to start off my blog in 2015.

In my recent post Customer Experience = Success + Effort + Emotion, I reiterated the definition of customer experience (CX): “the perception that customers have of their interactions with an organization.”

Written words are great, but I wanted people to fully understand the essence of CX, so I created this video, What is Customer Experience?

The bottom line: CX seems like a simple concept, but it’s often misunderstood.

CX Sparks: Guides For Stimulating Customer Experience DiscussionsThis video is a great introduction to a discussion with your team. That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion.

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

4 thoughts on “What is Customer Experience? (Video)”

  1. For over 6 years, I’ve been using the following definition on slides, in documents and in various client/prospect discussions:

    “The customer’s perception of their interactions with your company.”

    The point clearly is this: How dare we (a Retailer, Hotelier, Telco, Auto Manufacturer, Financial Services company, Technology company, CX/CEM or EFM vendor, etc.) seek to define CX when it is the customer’s definition that matters? Simply put, we don’t dare.

    Mike Galvin
    Director, Client Solutions – Retail
    Medallia, Inc.

  2. Excellent Bruce!
    Clarification of customer experience is so needed right now and you’ve offered a very clear impactful description here that will serve to guide people well.

  3. Agreed! This concept makes so much sense. If I love an organization’s products, design, process flow, and philosophy but them have a jarringly unpleasant customer service experience, the whole organization slips down a notch. It all matters.

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