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CUSTOMER EXPERIENCE

"CX is defined as the total customer experience in a multidimensional construct that involves cognitive, emotional, behavioural, sensorial, and social components."

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Katherine N. Lemon & Peter C. Verhoef

The Customer Experience Journey 

1960-2010

Customer buying behavior process models: understanding customer experience and customer decision making as a process.

1960s-1970s

Customer relationship management (CRM): linkage models to identify how specific elements of the customer experience influence each other and business outcomes.

2000s

Customer satisfaction and loyalty: assessing and evaluating customer perceptions and attitudes about an experience.

1970s

Customer centricity and customer focus: focusing on the interdisciplinary and organizational challenges associated with successfully designing and managing customer experience.

2000s-2010s

Service quality: identifying the specific context and elements of the customer experience and mapping the customer journey.

1980s

Customer engagement: recognizing the customer’s role in the experience.

2010s

Relationship marketing: broadening the scope of customer responses considered in the customer experience.

1990s

Attributes to an Amazing Customer Experience

Team expertise factors

Solution Delivery factors

04

sales team invovlement

05

optimal deployment

Organisational factors

06

industry verticals

07

database of experts

01

Complementary skills

02

industry knowledge

03

Project Management skills

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