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Customer experience: perception the customer has of their experience with…
Customer experience: perception the customer has of their experience with the business or the brand as a result of their interaction. Emotions and subconscious interpretations also come into play, resulting in the company not having entire control over it.
Levels
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Highest: promises, dreams, stories, images and personal touch of the experience
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Occasional experience: differs on time, place and person
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Journey and touchpoints
Touchpoint: Altering places of interaction and individual transactions (physical and digital/imaginary)
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