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Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer's attraction, awareness, discovery, cultivation, advocacy and purchase and use of a service.〔(【引用サイトリンク】 Customer Experience Management: What it is and why it matters )〕 It is measured by the individual's experience during all points of contact against the individual's expectations. Analysts and commentators have increasingly recognized the importance of managing the customer's experience. ==Description== ''Forbes'' says that customer experience is the "cumulative impact of multiple touchpoints" over the course of a customer's interaction with an organization. Some companies are known to segment the customer experience into interactions through the web and social media, while others define human interaction such as over-the-phone customer service or face-to-face retail service as the customer experience. According to ''Fast Company'', the six disciplines for great customer experience are strategy, customer understanding, design, measurement, governance and culture. A company's ability to deliver an experience that sets it apart in the eyes of its customers will increase the amount of consumer spending with the company and inspire loyalty to its brand. According to Jessica Sebor, "loyalty is now driven primarily by a company's interaction with its customers and how well it delivers on their wants and needs." Wharton's Professor of Marketing (Barbara E. Kahn ) has established an evolutional approach to customer experience as the third of four stages of any company in terms of its customer centricity maturity. These progressive phases are: 1) Product orientation: Companies just manufacture goods and offer them the best way possible. 2) Market orientation: Some consideration on customer needs and segmentation arises, developing different marketing-mix bundles for each one. 3) Customer experience: Adding to the other two factors some recognition of the importance of providing an emotionally positive experience to customers. 4) Authenticity: This is the top maturity stage of companies. Products and service emerge from real soul of brand and connect naturally and on long term sustainable basis with clients and other stakeholders. 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「Customer experience」の詳細全文を読む スポンサード リンク
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