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January 2015

What is Customer Experience?

by Barbara Wold

What is Customer Experience?A customer experience is an interaction between an organization and a customer as perceived through a customer's conscious and subconscious mind. It is a blend of an organization's rational performance, the senses stimulated and the emotions evoked and intuitively measured against customer expectations across all moments of contact.

Importantly:

  • A customer experience is not just about a rational experience (e.g. how quickly a phone is answered, what hours you're open, delivery time scales, etc.).
  • More than 50 percent of a customer experience is subconscious, or how a customer feels.
  • A customer experience is not just about the 'what,' but also about the 'how.'
  • A customer experience is about how a customer consciously and subconsciously sees his or her experience.

It's a complex process of understanding your organization's relationship with your customers. When addressed effectively, customer experience eases customer acquisition, drives customer loyalty and improves customer retention.

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"You can acquire some measure of knowledge from various research techniques, but nothing beats living, breathing, and feeling the same things your customers do."
John Jantsch, Duct Tape Marketing Blog

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Barbara Wold is a street-smart, down-to-earth business speaker, presenting topics from sales and marketing to customer experience and tourism. She is an international speaker who has "WOWED" over 950,000 people from 49 of the United States, Puerto Rico, Guam, Canada, Mexico, Colombia, Brazil, Venezuela, Singapore, Hong Kong, Philippines, Japan, Indonesia, China, Malaysia, India and the United Arab Emirates.

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Copyright 2014. Reprinted with permission from Wold's Retail & Consumer Tips, mail to: bwold@ix.netcom.com.


Quick Industry News

New Wholesale Websites

LPG Creative LPG Creative debuted its new CAMEO EZ© website recently. LPG Greetings, Inc., began its journey 24 years ago as a company with a strong commitment to communicating and celebrating the true meaning of Christmas by publishing the LPG Greetings Performing Arts Collection of boxed Christmas cards and related Christmas products. Through the years the company has grown, but it is still the family owned and operated company that it's always been.

Limelight Limelight Imports just opened its new wholesale website. Limelight is a wholesale manufacturer and distributor of whimsical jewelry and key chains.Our pieces are designed to create smiles, spread laughter and offer fun, yet affordable jewelry and key chains with a twist. All of the products of Limelight Imports have a special connection to family, friends and cherished memories.

Diverse Woodworking LLCDiverse Woodworking LLC has a brand new CAMEO EZ© wholesale website. The company produces an array of products including reels, cores, monogrammed initial wall art, birdhouses and feeders, and much more! "Customizing any order received to customer specifications and delivering a perfect product is something that leaves a customer happy," the company says. "Here at Diverse Woodworking LLC we take pride in doing just that."

CAMEO EZ© is the B2B e-commerce system developed by OmegaNet Inc., publisher of this newsletter, for use by retailers in ordering inventory for their stores. A partial list of CAMEO EZ sites can be found at the company's portals such as www.giftswholesale.com, www.accessorieswholesale.com, www.apparelwholesale.biz, www.decorwholesale.com, www.usmadewholesale.com, www.toyswholesale.com and www.usmadewholesale.com. A complete list of sites is available in the "Directory" on www.CAMEOEZ.com.