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Customer Experience
The sum of all interactions a customer has with a product or brand, influencing their overall perception and satisfaction.
Implications
The overall perception and feelings a customer has about a brand based on all their interactions, including pre-purchase, purchase, and post-purchase activities, critical for customer satisfaction and loyalty.
Example
Example: A hotel chain focuses on enhancing customer experience by ensuring smooth booking processes, personalized services during stays, and effective follow-up communications, leading to higher guest satisfaction and repeat visits.
Related Terms
Different from customer service, which focuses on specific interactions, customer experience encompasses the entire journey and all touchpoints a customer has with the brand.
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