{"id":4406,"date":"2008-02-10T15:47:18","date_gmt":"2008-02-10T15:47:18","guid":{"rendered":"http:\/\/bp.uxoutlet.com\/?p=4406"},"modified":"2019-12-10T03:45:57","modified_gmt":"2019-12-10T08:45:57","slug":"what-is-customer-experience","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/what-is-customer-experience\/","title":{"rendered":"What is Customer Experience?"},"content":{"rendered":"<p><strong>A <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">customer experience<\/a> definition to guide organizations.\u00a0<\/strong><br \/>\nAs pioneers in the field of customer experience we have conducted a great deal of research into what constitutes a \u201ccustomer experience.\u201d Much of this research was focused development of our <a href=\"http:\/\/www.beyondphilosophy.com\/thought-leadership\/books\" target=\"_blank\" rel=\"noopener noreferrer\">four bestselling books on the subject<\/a>. As we continue to better understand it, we also continue to refine our definition.<\/p>\n<p class=\"rteindent1\"><em>A customer experience is an interaction between an organization and a customer as perceived through a customer\u2019s conscious and subconscious mind. It is a blend of an organization\u2019s rational performance, the senses stimulated and the emotions evoked and intuitively measured against customer expectations across all moments of contact.<\/em><\/p>\n<p>Importantly:<\/p>\n<ul>\n<li>A customer experience is not just about a <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/rational-experience\/\">rational experience<\/a> (e.g. how quickly a phone is answered, what hours you\u2019re open, delivery time scales, etc.).<\/li>\n<li>More than 50 percent of a customer experience is subconscious, or how a customer feels.<\/li>\n<li>A customer experience is not just about the \u2018what,\u2019 but also about the \u2018how.\u2019<\/li>\n<li>A customer experience is about how a customer consciously and subconsciously sees his or her experience.<\/li>\n<\/ul>\n<p>It\u2019s a complex process of understanding your organization\u2019s relationship with your customers. When addressed effectively, customer experience eases customer acquisition, drives <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/customer-loyalty\/\">customer loyalty<\/a> and improves <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/customer-retention\/\">customer retention<\/a>.<\/p>\n<ul>\n<li>We help organizations improve their customer experiences by:<\/li>\n<li>Helping organizations develop customer experience strategies that deliver results,<\/li>\n<li>Undertaking specialized emotionally-based customer research methods we\u2019ve developed in conjunction with some of the world\u2019s most prestigious business institutions,<\/li>\n<li>Helping to define how customer-centric the organization is, and how customer-centric it wants to be,<\/li>\n<li>Designing emotionally engaging customer experiences,<\/li>\n<li>Measuring experiences organizations currently deliver, and<\/li>\n<li>Training leaders to become customer experience experts themselves.<\/li>\n<\/ul>\n<p><a href=\"http:\/\/www.beyondphilosophy.com\/services\" target=\"_blank\" rel=\"noopener noreferrer\">Click here<\/a> to learn about how you can begin the process of building a great customer experience.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A customer experience definition to guide organizations.\u00a0 As pioneers in the field of customer experience we have conducted a great deal of research into what constitutes a \u201ccustomer experience.\u201d Much of this research was focused development of our four bestselling books on the subject. As we continue to better understand it, we also continue to [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[97],"tags":[],"class_list":["post-4406","post","type-post","status-publish","format-standard","hentry","category-blogs"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/4406","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=4406"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/4406\/revisions"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=4406"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=4406"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=4406"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}