what is a Customer Experience?


This video is about a company, Custvox, that helps listen and understand the voice of the consumers as well as helps managing the quality of the offered experience. It is being explained that in nowadays, retaining the, already, existing customers is considered to be one of the most important things, since we are living in the “Experience Economy” . We are experiencing the “Customer Centric Culture”. An example is being described, explaining how a coffee bean can be interepreted as a commodity, as a good to compare in a super market, as a competing service, as a memorable event, or even as everything above, in total. It is being indicated that the level of differentiation from the offered corporate experience is a factor influencing the level of leadersip position. Finally, it is being mentioned that whatever is the industry, the most important competitive advantage is the high quality of the offered experience. “Let the customer drive.”

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