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The Total Customer Experience

In: Second Stage Entrepreneurship

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  • Daniel J. Weinfurter

Abstract

MOST PEOPLE UNDERSTAND THAT GREAT companies—the ones we talk about, write about, and are passionate about—base much of their ongoing success on what is called the total customer experience. From the first contact to final fulfillment, these companies make sure that every interaction with their customers delivers satisfaction. They have made this part of their cultural DNA; they understand that a commitment to an exemplary level of customer service is vital to success because the best spokesperson for any business is a completely satisfied customer.

Suggested Citation

  • Daniel J. Weinfurter, 2013. "The Total Customer Experience," Palgrave Macmillan Books, in: Second Stage Entrepreneurship, chapter 0, pages 141-155, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-33714-6_10
    DOI: 10.1007/978-1-137-33714-6_10
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