Defining The Customer Experience Starting Line

by Jeannie Walters

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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?

When Does Your Customer Experience Start?

Start Over

Listen First

Photo Credit: jayneandd

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter. Learn more here.

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