- klantbeleving
- customer experience
De
klantbeleving (Customer Experience) van een bedrijf wordt gevormd door alle
contactmomenten die een klant van begin tot eind heeft met dit bedrijf. Deze
contactmomenten zijn zeer divers en variëren van eigen ervaringen met een
product, de informatie op de website, reclame-uitingen tot verhalen op
verjaardagsfeestjes en algemene associaties met het merk.
Bron: http://www.kennisportal.com/main.asp?ChapterID=4042
The entire experience a customer has with an organization’s product or
service as important to the value that product, service, or brand has to the
customer, as well as the relationship built between the product, service, or
organization that provides it. The experience is, often, more than the features
or use or the product or service and extends from the moment the customer
perceives need, through the purchasing and use of the product or service, until
it is disposed of (and/or replaced). The experience is also the sum total of all
the time spent with the offering, the senses through which it is experienced,
the emotional, conceptual, and physical triggers it creates to memories and any
identity or other social contexts experienced by the buyer, user, participant,
or audience.
At the deepest level, products and services can evoke meaning within
customers, which can create satisfying experiences and the deepest connections
and relationships to an offering or the organization who provides it.
source: http://www.sustainabilitydictionary.com/
Customer experience is what a customer feels and remembers about the customer
service that he or she has received.
source: http://www.instituteofcustomerservice.com/1848/Customer-service-glossary.html
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