Comments on: Customer Experience Simplified

By: Expectations or Emotion? | Deliver Bliss - The Business of Customer Experience

Fri, 25 Feb 2011 06:09:58 +0000

[...] is why headlines like this work. If setting realistic expectations is so crucial to customer experience, then why are we continually hooked with this kind of bait? And, at what point do expectations [...]

By: Tim Sanchez

Tim Sanchez — Thu, 02 Dec 2010 05:29:32 +0000

I think you’re spot on with the gap between expectations and performance. If we (everyone) spend our time evaluating that gap; pushing expectations and meeting them with performance, the experience will continually improve.

Thanks for your insights Daryl; always appreciated!

By: Daryl Choy

Daryl Choy — Thu, 02 Dec 2010 05:25:58 +0000

Hm… I believe we will never be able to come up with one definition of customer experience because each and every so-called management consultant (including myself) will insist on his/her own defintion.

I really like the notion of “simplicity is the ultimate sophistication” advocated by Leonardo Da Vinci. Everything should be and can be boiled down to a few common basics.

To me, experience is just an evaluation of value created at touchpoint when it’s a noun; it is an evaluation process (flow) when it’s a verb.

And what to evaluate? Gap between expectation and performance.

By: Tim Sanchez

Tim Sanchez — Wed, 01 Dec 2010 19:05:51 +0000

Not sure it’s too many “jargons” but it’s a lot to wrap our heads around. Customer experience is a big topic, so it’s hard to narrow it down to a simplistic definition or formula.

As I stated in this post, and as you said, I think it comes down to perceived value for the customer.

My own personal definition of customer experience is: the perceived value of a customer’s investments with a company.

I did a prezi on it here: http://prezi.com/b5st8w7lav9j/customer-experience/

By: Daryl Choy

Daryl Choy — Tue, 30 Nov 2010 13:49:01 +0000

Are we playing with too many jargons here?

Perception. Experience. Expectation. Performance.

How about this?

Experience = Performance – Expectation(Perception)?

But I thought experience is the evaluation of value created at touchpoint…