Customer Experience Management is Doing the Right Thing

I have a great respect for author and consultant Lynn Hunsaker. She recently published this in her blog and it bears repeating here:

Customer experience management must have these 9 qualities in order to consistently win your heart and a share of wallet:

Perspective: customer experience is defined entirely by the customer, not the solution provider.

Preventive: customer experience gravitates toward the easiest and nicest methods to get and use solutions that address customers’ needs.

Duration: customer experience encompasses the point from which customers become aware they have a need until they say that need is extinct.

Dynamic: customer experience evolves with the customers’ context – the purpose and circumstances of their need, and overall experience reference points.

Choice: customer experience is built on trust and mutual respect for variety; share of budget is more important than loyalty.

Multi-faceted: customer experience is measured by functional and emotional (social and personal) judgments related to the customers’ expectations.

Operational: customer experience is shaped by all the contributors to an organization’s processes, policies and culture, in addition to the physical product or service associated with the customer’s need.

Integrative: customer experience is impacted by the degree of alignment among departments, technologies, channels, etc.

Anticipatory: customer experience is ongoing, where the present and future are equally or more important than the past.