The brand makes the promise, and the customer experience delivers the promise.
Customer Experience is the deliberate design of each customer interaction with the goal of creating an emotional bond to a brand, and consistently delivers the brand promise. Customers who have an emotional connection to a brand are typically more loyal, refer others, drive additional revenue, and cost less to serve.
Employees who understand your customer experience strategy, and how to deliver the intended experience at each touch point are typically more satisfied, motivated, and engaged with the business.
Customer Experience Continuum
“Seventy percent of customer brand perception is determined by experiences with people. Additionally, sixty-eight percent of customers leave because of poor employee attitude and 41 percent of customers are loyal because of a good employee attitude.”
Emirates Business 24/7 December 22 08