Customer experience

What is customer experience?

Customer experience is about a customer's perception of a company before a purchase, through the actual delivery and after a purchase. The definition of a customer experience is the totality of the perceptions a customer has about your company during the relationship. 

What is good customer experience?

Good customer experience means that the customer's experience of your company has met their expectations. A good customer experience usually means that the customer is satisfied with both the product/service and the service they have received in the process of making a purchase.

Why do companies care about good customer experience?

Many companies are keen to measure customer experience, and with good reason. How a customer experiences your business can affect the likelihood of them staying loyal to your company and potentially recommending it to others. Conducting customer experience surveys for your business can also be useful in identifying customers who are not satisfied. This can give your business the opportunity to do something about it before you lose them as a customer.

In summary

The definition of a customer experience is the customer's overall perception of your company and the products and services it offers throughout the relationship.

---

Frequently asked questions:

How to measure customer experience?

Measuring customer experience can, for example, be done by sending out a customer survey by email, after the customer has purchased the product or service your company offers.

What is bad customer experience? 

Poor customer experience occurs when there is a discrepancy between what the customer has expected from the product or service they purchase and the actual experience they receive.