Beyond Mundane Experiences

This chapter discusses how companies need to delve into various kinds of experiences to understand the concept of customer experience, which is very complex and multidimensional. The customer experience offers a firm an opportunity to differentiate itself from other firms. Heavy business losses occur due to bad customer experience. Customer experience is one of the fundamental pillars in building customer relationships and by extension customer strategy. Customer experience offers an opportunity to add a certain kind of value to products and services and to contribute to the creation of positive customer emotions and reduce negative customer emotions. The customer experience must be appropriate to the customer and to the setting in which customer is operating. Personalization, customization, and recognition are key concepts in creating customer experiences that stand out from the mundane.