The starting line of customer experience is nebulous at best. It’s pretty much a faint line in the sand, washed and moved frequently by the tide. It is not a solid, distinct line.
I am asked about this so frequently I realize I have written on this topic in the past. So I thought I’d gather up those links and share them again. Because really, there’s no right answer. The customer experience starts when it starts. That’s right, I’m going all Potter Stewart on you.
I decided to look at how I’ve handled this in the past. It’s a topic I roll over in my mind enough. Here’s how I’ve tackled this. What about you? How do you define it?