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Expérience client

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Expérience client[1], often abbreviated as CX, is an integral aspect of successful businesses and is the subject of this text. It refers to the perception, emotions, and reactions that a client[2] has while interacting with a company and its products or services. This concept evolves over time, influenced by changes in the competitive landscape and customer expectations. The design of a customer experience involves careful planning and intentional creation of interactions that are meaningful and valuable to the customer. This includes everything from the physical surroundings to the emotional resonance of the interaction. The management of customer experiences, also known as Customer Experience Management (CEM), is a crucial business strategy that tracks and oversees all customer interactions to ensure satisfaction and loyauté[3]. Monitoring and optimizing these experiences, understanding the factors that contribute to satisfaction or dissatisfaction, and recognizing the impact of different environments and techniques are all key elements of effective customer experience management.

Définitions des termes
1. Expérience client ( Customer experience )
1 Customer experience, often abbreviated as CX, is an integral aspect of successful businesses and is the subject of this text. It refers to the perception, emotions, and reactions that a customer has while interacting with a company and its products or services. This concept evolves over time, influenced by changes in the competitive landscape and customer expectations. The design of a customer experience involves careful planning and intentional creation of interactions that are meaningful and valuable to the customer. This includes everything from the physical surroundings to the emotional resonance of the interaction. The management of customer experiences, also known as Customer Experience Management (CEM), is a crucial business strategy that tracks and oversees all customer interactions to ensure satisfaction and loyalty. Monitoring and optimizing these experiences, understanding the factors that contribute to satisfaction or dissatisfaction, and recognizing the impact of different environments and techniques are all key elements of effective customer experience management.
2 Customer experience, often abbreviated as CX, is an integral aspect of successful businesses and is the subject of this text. It refers to the perception, emotions, and reactions that a customer has while interacting with a company and its products or services. This concept evolves over time, influenced by changes in the competitive landscape and customer expectations. The design of a customer experience involves careful planning and intentional creation of interactions that are meaningful and valuable to the customer. This includes everything from the physical surroundings to the emotional resonance of the interaction. The management of customer experiences, also known as Customer Experience Management (CEM), is a crucial business strategy that tracks and oversees all customer interactions to ensure satisfaction and loyalty. Monitoring and optimizing these experiences, understanding the factors that contribute to satisfaction or dissatisfaction, and recognizing the impact of different environments and techniques are all key elements of effective customer experience management.
2. client.
1 L'entité principale de ce texte est le "client". Un client est une personne ou une entité qui achète des biens ou des services à une entreprise. Il s'agit d'un acteur essentiel du paysage commercial, qui noue des relations avec les entreprises par le biais de transactions. Les clients peuvent également être qualifiés de "consommateurs", en particulier lorsqu'ils reçoivent des conseils ou des solutions sur mesure de la part d'une entreprise. Le terme "client" vient du latin et signifie que l'on se penche ou que l'on s'incline vers une entreprise. Les clients sont de différents types - des clients finaux qui achètent directement des produits ou des services, aux clients industriels qui intègrent ces biens ou ces services dans leurs propres offres. Ces clients peuvent avoir différentes relations avec l'entreprise, par exemple en tant qu'employeurs dans le cadre de projets de construction. Les entreprises segmentent souvent leurs clients en différentes catégories, comme les entrepreneurs ou les utilisateurs finaux, afin de mieux les comprendre et les servir. La compréhension et la gestion des relations avec les clients constituent un domaine d'étude et de pratique essentiel pour les entreprises.
2 L'entité principale de ce texte est le "client". Un client est une personne ou une entité qui achète des biens ou des services à une entreprise. Il s'agit d'un acteur essentiel du paysage commercial, qui noue des relations avec les entreprises par le biais de transactions. Les clients peuvent également être qualifiés de "consommateurs", en particulier lorsqu'ils reçoivent des conseils ou des solutions sur mesure de la part d'une entreprise. Le terme "client" vient du latin et signifie que l'on se penche ou que l'on s'incline vers une entreprise. Les clients sont de différents types - des clients finaux qui achètent directement des produits ou des services, aux clients industriels qui intègrent ces biens ou ces services dans leurs propres offres. Ces clients peuvent avoir différentes relations avec l'entreprise, par exemple en tant qu'employeurs dans le cadre de projets de construction. Les entreprises segmentent souvent leurs clients en différentes catégories, comme les entrepreneurs ou les utilisateurs finaux, afin de mieux les comprendre et les servir. La compréhension et la gestion des relations avec les clients constituent un domaine d'étude et de pratique essentiel pour les entreprises.
Expérience client (Wikipedia)


Expérience client is the totality of cognitive, affective, sensoryet behavioral customer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages.

Different dimensions of customer experience include senses, emotions, feelings, perceptions, cognitive evaluations, involvement, memories, as well as spiritual components, and behavioral intentions. The pre-consumption anticipation experience can be described as the amount of pleasure ou displeasure received from savoring future events, while the remembered experience is related to a recollection of memories about previous events and experiences of a product or service.

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