On the heels of Loyalty Expo, the Loyalty360 Awards and Loyalty Landscape, we are shifting our focus to a critical leg on the journey to customer loyalty – customer experience. As Loyalty360 ramps up for the November Engagement & Experience Expo, new industry assessments for customer experience are in the works. We decided to start by doing an exercise that will help us understand the foundation from which organizations build their customer experience strategies. Since customer experience can be a nebulous and fluid topic, we wanted to make sure that we understood how the market defines it.
In an unscientific poll of our Twitter audience, we asked “how do you define customer experience?” The result is shown in the word cloud above. Key words mentioned most frequently are interaction(s), service, brand, relationship, product, company, feel. Check back on Loyalty360.org in the coming weeks as we continue gauging the market on critical questions related to CX, or get involved by participating in our current PULSE question.
Does your CX strategy deserve to be recognized? Enter the Loyalty360 CX Awards today. The call for entries is open now through June 30, 2014.