Holistic Customer Experience
Oct 10th, 2009
Here are my slides from tonight’s talk I gave at InfoCamp Seattle 2009. This session format was short presentation followed by open discussion with the audience. It was a general high-level overview of customer experience and how it correlates to user experience, customer service, environmental design, product design and more.
With products and services quickly becoming commoditized, price differentiation is no longer a sustainable model. Customers are demanding more from businesses. Businesses that have increased their investment in the customer experience over the past three years report higher customer referral rates and greater customer satisfaction. Customers turn into advocates. Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.
About the author
Nick Finck is a user experience professional who has dabbled in the web for over a decade. He specializes in information architecture, interaction design, usability and user research. Read more
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