User:Jukeboksi/BBA studies/Marketing: Difference between revisions
→Successful Event - Presentation on customer experience management: duplicating some info as quotes
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=== Successful Event - Presentation on customer experience management === | === Successful Event - Presentation on customer experience management === | ||
==== Successful Event - Presentation on customer experience management - Key definitions ==== | ==== Successful Event - Presentation on customer experience management - Key definitions ==== | ||
{{Q|In its commercial context, '''[[w:experience design|experience design]]''' is driven by consideration of the moments of engagement, or [[w:touchpoint|touchpoint]]s, between people and brands, and the [[w:idea|idea]]s, [[w:emotions|emotions]], and [[w:memories|memories]] that these moments create.|Wikipedia|[[w:Experience_design#Commercial_context|experience design in the commercial context]]}} | |||
{{Q|A '''[[w:Touchpoint|Touchpoint]]''' (contact point, customer contact, point of contact) describes the interface of a [[w:product (business)|product]], [[w:Service (economics)|service]] or [[w:brand|brand]] with [[w:customer|customer]]s/users, non-customers, employees and other [[w:stakeholder (corporate)|stakeholders]], before, during and after a transaction. This may be applied in [[w:business-to-business|business-to-business]] as well as [[w:business-to-consumer|business-to-consumer]] environments.|Wikipedia|touchpoints}} | |||
* '''[[w:Customer experience|Customer experience]]''' ('''CX''') is the sum of all experiences a [[w:customer|customer]] has with a [[w:supply chain|supplier]] of [[w:good (economics)|goods]] and/or [[w:Service (economics)|services]], over the duration of their [[w:Customer relationship management|relationship]] with that supplier. | * '''[[w:Customer experience|Customer experience]]''' ('''CX''') is the sum of all experiences a [[w:customer|customer]] has with a [[w:supply chain|supplier]] of [[w:good (economics)|goods]] and/or [[w:Service (economics)|services]], over the duration of their [[w:Customer relationship management|relationship]] with that supplier. | ||
::This can include | ::This can include | ||