Understanding Customer Experience
by Adam Richardson
HBR Blog Network
“Customer experience” has become a very commonly used phrase in recent years, but like “innovation” and “design” it is actually difficult to find a clear, commonly-held definition, even though many businesses see improving their customer experience as a competitive differentiator. How we can really improve something if we can’t even define it? This is the first in a series of posts looking at customer experience — what it encompasses, how to structure it, how to approach and improve it.