An organization must focus on a multi-disciplinary and global way throughout the entire life cycle of the customer (associated to the well-known term “Moments of truth”).
Since it is an abstract and quite subjective concept, it is necessary to "listen" to the customer. It is impossible to measure experience if we only focus on traditional metrics.
Our emotional experience culture aims at contributing importantly to the customer experience. We cooperate and help in the establishment of the strategic alignment required by the companies that entrust us the great asset of their Interactive Contact Centers.
Basic conceptual example of the customer experience
Much has been written and will be written on the Customer Experience concept. The most generic definition is the one currently put together by Wikipedia: the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier.
In the following graph we develop a conceptual example, breaking up only a small part from a vast relation process. We do not want to simplify the complex concept of customer experience, which comprises much more and intends to generate memorable experiences in their maximum expression.
The graph represents a sample process of providing assistance in a phone call, and shows the habitual effect that certain experiences generate in our customers. It shows negative experiences in the phone call, others that normally have a positive impact and a last group that at least generates an initial bewilderment.