From the course: Design Thinking: Customer Experience
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What is customer experience?
From the course: Design Thinking: Customer Experience
What is customer experience?
- [Narrator] An organization's customer experience, or CX, is the summary of all of the interactions they have with a customer over time, including the company's websites, apps and social media handles, their stores and the in-person conversations we have with them, even the news articles where we see them referenced. The cumulative impact of these interactions over time is what organizations refer to as the customer experience. While it can seem complex, what we're really talking about is much simpler, relationships. A customer experience is what determines a customer relationship. The more cohesive and meaningful the customer experience is, the more likely we as customers are to stick with a brand, to be loyal, to form a relationship. It's why some walk the extra mile only to stand in line at Trader Joe's and why others are willing to pre-pay a thousand dollars for the Tesla Model 3, sight unseen, and why the number one tattoo in the world is of the Harley Davidson brand. But for…
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