Customer Experience Management: A Guide


Customer experience refers to the combination of the interaction between a company and a customer over the period o of their relationship. Moreover, the interaction consists of three parts. These include the client’s voyage, the brand touch points in which the customer interacts with, and the last part is the environments that the customer’s experiences. The environment can also consist of the digital surrounding. Also, a good customer experience can imply that the customer’s experience during all sections of interaction equals the client’s expectations. On the other hand, customer experience indicates that a client gets involved at various stages of the interactions. These levels include physical, emotional and spiritual interaction.

Moreover, the client can interact with the organization on sensorial and rational levels. However, the customer interactions can be diverse based on whether the interaction is direct or indirect with the organization. Specifically, direct contact frequently happens if the client is the one who initiated the purchase. Indirect contact, on the other hand, takes place when the organization initiated the purchase. The purchase can be instigated through various means. These methods include advertising, and through news reports.

Also, the Customer experience management in telecom organizations can initiate a purchase through the word-of-mouth, and through unintentional happen stances with sales representatives. As much as direct and indirect customer experience is concerned, the experience can be demarcated whether as personal or internal answers from the client that are in agreement with the organization. Also, a direct relationship can be achieved where client?le purchase or use products that the business intends for client?le.

Such products may be delivered through face to face interaction with the client that could be understood via cooperation with the client through the trade workforce. On the flip side, indirect relationships can take the procedure of unanticipated connections over a corporation’s goods and services representative, or through various services and products and also via optimistic references.However, the interaction can also take the form of advertising, news and even through criticism from the clients. To learn more about CRM, visit

Also, the clients’ values can not only generate Customer experience management but also influence of the business organization offering the experience to the customers. Also, the happening that might have occurred before, during and after the customer purchased a product constitutes part of the client’s experience. Also, the perception of customer experience can be explored in numerous categories of companies and businesses all over the universe. For instance, in the retail business, both business organization and client?le play a major part in creating a customer experience.


Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s