What is Customer Experience?

By Joshua Warden, Customer Experience Manager@ClearPeople

15/09/2014

"A customer experience is an interaction between an organisation and a customer as perceived through a customer’s conscious and subconscious mind. It is a blend of an organisation’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against customer expectations across all moments of contact."

The purpose of my role is to ensure that we are providing a consistent and exceptional customer experience to all potential and existing customers. Customer Experience touches many areas of our company including: Marketing , Sales, Project Engagements, Account Management, Support and more.

So far we have been working to improve areas such as support by providing a strong structure behind the scenes along with an improved customer service element. The aim is to keep customers regularly informed and provide a proactive support experience.

We’ve also started to drive changes to our account management function here at ClearPeople by making several internal changes to how we track accounts and being able to support clients in a more informed manner. 

In the coming months we will be continuing to tackle all of the different touch points and make the necessary changes based on observations and feedback from you, the customer.

Please don’t hesitate to get in touch with me and let me know how we can make your experience of working with us even better.