Emphasis on customer experience is greater among marketers than ever before. Experiences create value, deepen relationships between customer and brand, and can differentiate a brand from competition. There is just one problem: Is there clarity on what is meant by "customer experience?"
In the article "Defining the Customer Experience," marketing expert Don Peppers addresses the issue of lack of clarity for the meaning of customer experience. Peppers presents his own definition and proceeds to break down the key elements of that definition.
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