Establishing the Customer Experience: A Holistic Definition
(originally published on the CX by Design Ideas blog)
The term “Customer Experience” is not new to you. As a leader who strives to bring Human-Centered thinking to your organization, you’ve probably said the phrase a time or two hundred.
But, we’re willing to bet that your definition of Customer Experience is at least slightly different than the definition others in your company or industry use.
Some of those definitions may look at the customer’s experience solely in relation to websites and software applications. Others may define it in terms of metrics and scores. And still others look to customer service language to provide insight.
The ambiguity is bothersome. It not only divides our internal programs and structures, but it also prevents our businesses from reaching true customer-centricity.
To get started establishing the customer experience, then, requires a more holistic definition.
