What is customer experience?

How our customers perceive their interactions with us

Interactions throughout the whole customer journey leave an impression on a customer’s thoughts and feelings.   This informs their customer experience and what they think about our service and brand.

diagram showing customer experience

 Can you think of an example of where you have

  • received good/bad customer service?
  • received good customer service for one transaction, but your overall CX was poor?
  • had a strong response to the emotion, effort or success elements of CX?

What is customer experience (CX)?

Customer service is the transactional element of CX.

Aiming for high levels of customer service

  • from every KFRS department
  • at every stage of the customer journey

to create a positive customer experience overall. 

 

 

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