Definition of Customer Satisfaction – Redux and Mea Culpa
My last post Definition of Customer Satisfaction was syndicated on CustomerThink and led to a great discussion with Graham Hill. (He also blogs on CustomerThink) In our comment discussion, he questioned why I was trying to reinvent the wheel and then we discussed why customer satisfaction is so hard to define. My original intention with [...]
Definition of Customer Satisfaction
Everyone talks about customer satisfaction and some see it as the “holy grail” of a customer-centric business. But what is it really? Is there a simple basic definition? On Wikipedia, customer satisfaction is defined as “Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation.” [...]
Enhanced Definition of Customer Experience
Now that I’ve defined what the customer experience isn’t, let’s take a look at what it is and should be. In my post “What is Customer Experience” I started with a general definition from Wikipedia. It says that the customer experience is “the sum of all experiences a customer has with a supplier of goods [...]
Customer Experience – Outcome or Business Function?
There are still questions about defining the term “Customer Experience” following my last post on the subject (What is Customer Experience?) The first issue that I’d like to touch on is the difference between the customer experience which is an outcome and customer experience management which may sometimes be a business function. Following Bruce Temkin‘s [...]
What is Customer Experience?
A few weeks ago, I read a blog post about defining the term “customer experience” (Three Must-Haves of Customer Experience (CE)). I agree with the first paragraph in “that CE means different things to different people across and within organizations.” And, why wouldn’t it? Customer Experience has been a catch-all expression used willy-nilly when all [...]
