Sunday, March 23, 2008

Ummm...what about the research?

It did occur to me that I haven’t even touched on research here yet. Ooops.

So next week I’m moving on from the customer experience to more research-y things.

But before I do, what, exactly, do I mean by the customer experience?

If you Google it, you get a load of convoluted brand bollocks over 2 million hits and even Google Scholar has over two thousand links.

But save your clicks - it’s actually very easy to define, and in a useful way no less:

The customer experience is what the customer experiences when they’re being a customer.

This definition, simple and lovely as it is, is also very useful. Use it to examine and define its dimensions. Use it to make it better.

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