The phrase used to describe the relationship a customer has with a business. Customer experience refers to the total of all experiences the customer has with the business, based on all interactions and thoughts about the business. Customer experience is an integral part of customer relationship management (CRM), and it is important to businesses because customers who have a positive experience are more likely to become repeat customers and loyal customers of the business.
Based in Nova Scotia, Canada, Vangie Beal has been covering small business, electronic commerce and Internet technology for more than a decade. You can tweet with her online @AuroraGG.
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