Interested in a new way to measure your success with consumers in a market? Several directly competing firms have begun to bash it out on "customer experience". No, it's not about product satisfaction, it's not about environmental friendliness and it's not about trust or economic viability. It's strictly about customer experience, not to be confused with customer service.
How do you measure customer experience? Think interactions in terms of usefulness, ease of use, pleasantness and general customer satisfaction with interactions.
Here, a recent fray and a worthy match up between Dell and Apple where Apple takes the day.
But, what does beating out or losing to your competitors on customer experience mean? That depends.
