CUSTOMER EXPERIENCE
"CX is defined as the total customer experience in a multidimensional construct that involves cognitive, emotional, behavioural, sensorial, and social components."
Katherine N. Lemon & Peter C. Verhoef
The Customer Experience Journey
1960-2010
1960s-1970s
Customer buying behavior process models: understanding customer experience and customer decision making as a process.
2000s
Customer relationship management (CRM): linkage models to identify how specific elements of the customer experience influence each other and business outcomes.
1970s
Customer satisfaction and loyalty: assessing and evaluating customer perceptions and attitudes about an experience.
2000s-2010s
Customer centricity and customer focus: focusing on the interdisciplinary and organizational challenges associated with successfully designing and managing customer experience.
1980s
Service quality: identifying the specific context and elements of the customer experience and mapping the customer journey.
2010s
Customer engagement: recognizing the customer’s role in the experience.
1990s
Relationship marketing: broadening the scope of customer responses considered in the customer experience.
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