20 Facts About Customer experience

Customer experience is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages.

Four realms of Customer experience include esthetic, escapist, entertainment, and educational components.

Different dimensions of customer experience include senses, emotions, feelings, perceptions, cognitive evaluations, involvement, memories, as well as spiritual components, and behavioral intentions.

Customer experience involves every point of contact you have with a customer and the interactions with the products or services of the business.

Customer experience has emerged as a vital strategy for all retail businesses that are facing competition.

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The whole Customer experience occurs when the interaction takes place through the stimulation of goods and services consumed.

Customer experience is the stimulation a company creates for the senses of the consumers, this means that the companies and that particular brand can control the stimuli that they have given to the consumer's senses which the companies can then control the consumers' reaction resulting from the stimulation process, giving more acquisition of the customer experience as expected by company.

Understanding and effectively developing a positive customer experience has become a staple within businesses and brands to combat growing competition .

Customer experience looked at the customer experience at resort hotels and discovered that providing the best hotel service was not sufficient.

The development of a positive customer experience is important as it increases the chances of a customer to make continued purchases and develops brand loyalty .

Customer experience satisfaction was largely influenced by tangible and sensory dimensions.

Customer experience management is the process that companies use to oversee and track all interactions with a customer during their relationship.

CEM depicts a business strategy designed to manage the customer experience and gives benefits to both retailers and customers.

Aim of CEM is to optimize the customer experience by gaining the loyalty of the current customers in a multi-channel environment and ensuring they are completely satisfied.

Customer experience journey mapping is a design tool used to track customers' movements through different touchpoints with the business in question.

The official definition of CRM by the Customer experience Relationship Management Research Center is "a strategy used to learn more about the customers' needs and behaviours in order to develop stronger relationships with them".

Customer experience journey mapping approach for service design was first introduced by OxfordSM in 1998, in support of Eurostar to establish and implement their corporate mission and brand proposition.

Whereas customer experience encompasses the sum of all interactions between an organization and a customer over the entire relationship, sales experience is focused exclusively on the interactions that take place during the sales process and up to the point that a customer decides to buy.

Customer experience tends to be owned by the Marketing function within an organization and therefore has little control or focus on what happens before a customer decides to buy.

Sales Customer experience is concerned with the buyer's journey up to and including the point that the buyer makes a purchase decision.