Customer Experience

...and now for another Human Factors Minute! Where the parameters of User Experience appear fairly cut and dry, the Customer Experience is more conceptual in nature, and is typically used as an all-encompassing term.The Customer Experience Professionals Association defines customer experience as:The sum of all the interactions that a customer has with a company over the course of the relationship lifecycleANDThe customer's feelings, emotions, and perceptions of the brand over the course of those interactions.Customer Experience is a reflection of the “big picture” – a brand-oriented concept that includes all interactive touchpoints and the perception of the organization as a whole.Some common Customer Experience metrics primarily focus on customers’ perceptions of their interactions with a brand, including the long-term effects of these interactions. Some of these include:Overall SatisfactionVisitor Intent Task CompletionEffortNet Promoter Score® (NPS®)Next StepsFor more information on Customer Experience and the metrics used, visit CXPA.orgThis has been another Human Factors Minute!Be sure to check out our main show at our official website: https://www.humanfactorscast.mediaSupport us on these platforms to get access to the entire Human Factors Minute library:Patreon: https://www.patreon.com/humanfactorscastBuy us a coffee: https://www.buymeacoffee.com/hfactorspodcastJoin us on Discord:https://go.humanfactorscast.media/DiscordFollow us:Human Factors Cast Merchandise Store: https://www.humanfactorscast.media/p/Store/Follow us on Twitch: https://twitch.tv/HumanFactorsCastFollow us on YouTube: https://www.youtube.com/HumanFactorsCastFollow us on LinkedIn: https://www.linkedin.com/company/humanfactorscastFollow us on Twitter: https://www.twitter.com/HFactorsPodcastFollow us on Facebook: https://www.facebook.com/HumanFactorsCastResources:Music by Kevin McLeod: https://incompetech.com/music/royalty-free/Mentioned in this episode:Support us on Patreon for access to the full library of Human Factors Minutehttps://www.patreon.com/humanfactorscast