Customer experience is the driving force behind every business, as it gives companies a competitive edge that earns loyalty and attracts new customers. However, getting it right can be a challenge, particularly as there is uncertainty about what the term really means and how to go about achieving it.

Customer experience has been described as a holistic perception of an experience and the results from every interaction a customer has with a business ( Based on this, it means meeting customer’s expectations at every touchpoint along the customer journey. Each touchpoint needs to be viewed as its own customer experience...

Subscribe now to unlock this article.

Support BusinessLIVE’s award-winning journalism for R129 per month (digital access only).

There’s never been a more important time to support independent journalism in SA. Our subscription packages now offer an ad-free experience for readers.

Cancel anytime.

Would you like to comment on this article?
Sign up (it's quick and free) or sign in now.

Speech Bubbles

Please read our Comment Policy before commenting.