Customer Experience

Customers will have an experience. You can't stop them having an experience, but you can make it better. There are some great benefits for improving customers' experience the strongest of which is the evolution of customers where they evolve from potential customers to customer advocates.

We all have a customer experience

An experience is made up of our expectations, our feelings, our interpretations, our memories and our beliefs. We have experiences everyday, everytime we do anything. When customers interact with any company, they have a lasting experience which effects their perception of any brand. Think about when you are a loyal customer, the chances are its not just because of their products or services, its about how they make you feel about the experiences you have with them.

Customer experiences happen everywhere

Every place a customer comes into contact with your brand is what we call a customer touchpoint. Usually there is an interaction which takes place between a customer and any organisation. We see customer touchpoints as gateways for customers to fulfil their goals. A poor experience at any customer touchpoint may mean they go elsewhere, a good customer experience will mean they continue on their journey to complete their goal with you.