Why Mindshare? - Glossary

Customer Experience:

The way in which a customer comes in contact with your product or service, using all five senses. The perfect customer experience is one that results in customers becoming advocates for the company, creating referrals, retention, and profitable growth.

A Customer's Experience with your company begins the first time they hear about your company or product, long before they make a purchase, and continues after they've made a purchase, when they call or e-mail for technical support, warranties, and other information. A Customer's Experience encompasses every time they come into contact with one of your employees, your brand or advertising, every time they use your product or services, whether or not they remember your company's name, etc.

An overall positive Customer Experience will result in customer loyalty, and a positive brand perception. A negative Customer Experience will obviously result in a negative brand perception, and a cessation of sales from that particular customer.