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Experiência do cliente

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Experiência do cliente[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 customer[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 loyalty[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.

Definições de termos
1. Experiência do cliente ( 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. customer.
1 The primary entity in this text is the 'customer.' A customer is an individual or entity that purchases goods or services from a business. They are crucial participants in the commercial landscape, forming relationships with businesses through transactions. Customers can also be classified as 'clients,' especially when they receive tailored advice or solutions from a business. The term 'client' originates from Latin, implying a sense of leaning or bending towards a business. Customers vary in types - from end customers who directly buy products or services, to industrial customers who incorporate these goods or services into their own offerings. These customers can have different relationships with the business, such as being employers in construction projects. Businesses often segment their customers into different categories, like entrepreneurs or end users, to better understand and serve them. The understanding and management of customer relationships is a critical area of study and practice in business.
2 The primary entity in this text is the 'customer.' A customer is an individual or entity that purchases goods or services from a business. They are crucial participants in the commercial landscape, forming relationships with businesses through transactions. Customers can also be classified as 'clients,' especially when they receive tailored advice or solutions from a business. The term 'client' originates from Latin, implying a sense of leaning or bending towards a business. Customers vary in types - from end customers who directly buy products or services, to industrial customers who incorporate these goods or services into their own offerings. These customers can have different relationships with the business, such as being employers in construction projects. Businesses often segment their customers into different categories, like entrepreneurs or end users, to better understand and serve them. The understanding and management of customer relationships is a critical area of study and practice in business.


Experiência do cliente is the totality of cognitive, affective, sensory, and 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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