Comments on: The Perception Baseline http://deliverbliss.com/2010/07/the-perception-baseline-customer-experience/ The Business of Customer Experience Fri, 27 Jan 2012 15:53:03 +0000 hourly 1 http://wordpress.org/?v= By: Annoying Email Etiquette - 5 Tips to Fix It | Deliver Bliss - The Business of Customer Experience http://deliverbliss.com/2010/07/the-perception-baseline-customer-experience/comment-page-1/#comment-4703 Annoying Email Etiquette - 5 Tips to Fix It | Deliver Bliss - The Business of Customer Experience Fri, 26 Aug 2011 17:38:19 +0000 http://deliverbliss.com/?p=1921#comment-4703 [...] be sure you’re communicating professionally and effectively. The expectations you set and the perception you’re helping to create depend on [...] [...] be sure you’re communicating professionally and effectively. The expectations you set and the perception you’re helping to create depend on [...]

]]> By: The Customer is Always... | Deliver Bliss - The Business of Customer Experience http://deliverbliss.com/2010/07/the-perception-baseline-customer-experience/comment-page-1/#comment-1043 The Customer is Always... | Deliver Bliss - The Business of Customer Experience Wed, 15 Dec 2010 13:08:00 +0000 http://deliverbliss.com/?p=1921#comment-1043 [...] a customer’s perception of your value is way off, you can choose to alter [...] [...] a customer’s perception of your value is way off, you can choose to alter [...]

]]> By: Why is customer experience vital for long term sustainability? http://deliverbliss.com/2010/07/the-perception-baseline-customer-experience/comment-page-1/#comment-233 Why is customer experience vital for long term sustainability? Mon, 26 Jul 2010 12:39:27 +0000 http://deliverbliss.com/?p=1921#comment-233 [...] customer centricity will be found out by the customer and they will turn elsewhere, as explained in this excellent article by Tim Sanchez which really highlights the importance of consistency in a service delivery. This is [...] [...] customer centricity will be found out by the customer and they will turn elsewhere, as explained in this excellent article by Tim Sanchez which really highlights the importance of consistency in a service delivery. This is [...]

]]> By: Tim Sanchez http://deliverbliss.com/2010/07/the-perception-baseline-customer-experience/comment-page-1/#comment-213 Tim Sanchez Wed, 21 Jul 2010 08:21:53 +0000 http://deliverbliss.com/?p=1921#comment-213 Linda, thanks for stopping by and contributing to the conversation. Please come back tomorrow, as I'm posting a follow up that deals more with the "how" rather than the "what." <br><br>I look forward (as always) to your post on this topic. Linda, thanks for stopping by and contributing to the conversation. Please come back tomorrow, as I'm posting a follow up that deals more with the “how” rather than the “what.”

I look forward (as always) to your post on this topic.

]]> By: Linda Ireland http://deliverbliss.com/2010/07/the-perception-baseline-customer-experience/comment-page-1/#comment-212 Linda Ireland Wed, 21 Jul 2010 07:57:15 +0000 http://deliverbliss.com/?p=1921#comment-212 Tim, thanks for sparking a terrific conversation. I see truth in all of the definitions here, and I admire the discipline of using plain language. I must confess, though, that I read the post and comments a few times and still felt hungry.<br><br>I pulled this from the dictionary: ex•pe•ri•ence (ĭk-spîr'ē-əns) n. An event or a series of events participated in or lived through.<br><br>Working from this, experience must be the “something” that a person goes through, and feels something about. So I’d like to contribute this definition to the conversation: Customer experience is what happens and how customers feel as they realize a need (or problem or desire), learn about options to solve it, try them out, buy, use the product or service to solve the need, and evolve to a new need over time.<br><br>You’ve gotten my juices pumping. I’ll post a continuation of this dialog over on my blog soon (Jeannie - will watch for yours too!). Tim, thanks for sparking a terrific conversation. I see truth in all of the definitions here, and I admire the discipline of using plain language. I must confess, though, that I read the post and comments a few times and still felt hungry.

I pulled this from the dictionary: ex•pe•ri•ence (ĭk-spîr'ē-əns) n. An event or a series of events participated in or lived through.

Working from this, experience must be the “something” that a person goes through, and feels something about. So I’d like to contribute this definition to the conversation: Customer experience is what happens and how customers feel as they realize a need (or problem or desire), learn about options to solve it, try them out, buy, use the product or service to solve the need, and evolve to a new need over time.

You’ve gotten my juices pumping. I’ll post a continuation of this dialog over on my blog soon (Jeannie – will watch for yours too!).

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