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Customer experience. Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory, and behavioral customer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. [1] [2] [3]
Customer support. Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [9] These services may even be provided at the place in which the ...
User experience ( UX) is how a user interacts with and experiences a product, system or service. It includes a person's perceptions of utility, ease of use, and efficiency. Improving user experience is important to most companies, designers, and creators when creating and refining products because negative user experience can diminish the use ...
Quality of experience. Quality of experience ( QoE) is a measure of the delight or annoyance of a customer's experiences with a service (e.g., web browsing, phone call, TV broadcast). [1] QoE focuses on the entire service experience; it is a holistic concept, similar to the field of user experience, but with its roots in telecommunication. [2]
Service design is the process of creating and improving services to meet the needs and expectations of customers. [16] Service design involves creating a service concept that defines the customer's experience, as well as the physical, human, and technological resources required to deliver the service. Service design focuses on the experience ...
v. t. e. Customer relationship management ( CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. [1] CRM systems compile data from a range of different communication channels, including a company's website, telephone (which ...
Customer delight means surprising a customer by exceeding their expectations and thus creating a positive emotional reaction. This emotional reaction leads to word of mouth . Customer delight directly affects the sales and profitability of a company, as it helps to distinguish the company and its products and services from the competition .
Good customer service is integral to any thriving business. While the businesses themselves can offer promotions or discounts to bring in new customers, only the customer service representatives ...