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Customer Experience: Hype or Help?
Overview Despite the emphasis on emotion, customer experience is not about simply providing entertainment or being creatively engaging. A customer experience is far more complex than that. It can be viewed as a collection of 'Clues', with each clue carrying a message that suggests something to a customer. There are many types of clues: a product or service has a set of clues associated with it, the context or physical setting in which a service is delivered provides more clues and employees - through their gestures, statements, language, dress and tone of voice - give off yet more clues.
| Publisher | BT Group | File Format | |
|---|---|---|---|
| Date Published | May 2006 | Downloads | 5 |
| Format | White Papers | ||
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