“Customer experience” is a phrase that is generating increasing amounts of buzz. It’s grown from a philosophical understanding of the effect of customer/brand interactions into a metric to track, a goal to obtain.
We’ve collected customer experience quotes, definitions and statistics from industry sources to help you understand the power of improving CX.
What is Customer Experience?
“Customer Experience is the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer.” – Harvard Business Review’s Adam Richardson in Understanding Customer Experience.
Forrester puts it in even more amorphous terms: “Customer Experience is how customers perceive their interaction with your company.”
The first definition gives companies the illusion of control over CX – after all, you can manipulate engagement metrics, study touchpoints. But Forrester throws a monkey wrench into the works. Because CX isn’t about you. It’s about the customers – and their perceptions of you.
The expert CX quotes we’ve gathered explore Customer Experience from all of these angles and show just how much impact results when brands and customers align.
The CX Status Quo(te) Roundup
- Why Customer Experience (CX)?
- Customer Experience (CX) Best Practices
- What is Customer Experience Management (CXM)
- Customer Experience Metrics
- Customer Experience Failure
- Customer Experience and Growth, Loyalty & Retention
- CX Transformation