Customer experience is the set of perceptions a customer has with a supplier of services or products throughout that customer’s experiences of buying and
using what that supplier sells. Positive customer experiences result in customer
behaviors that enable businesses to attract more, retain more, sell more, sell for
more, and do more.
Customer experience is often categorized in three dimensions: retention,
efficiency, and acquisition. Let’s consider what your company does to provide
customer service in those three dimensions:
Retention. Establish trust while building lasting customer relationships through
positive service and sales interactions.
Efficiency. Eliminate waste and add maximum value for efforts performed
while serving needs in the most cost-effective manner.
Acquisition. Deliver experiences that leverage your customers in growing your
business, improving revenue, and adding customers—while selling more
products and services to current customers.