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What is the difference between a customer experience and a customer journey?

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تاريخ النشر: 2016/01/15
Alper Atakul
من قبل Alper Atakul , Co Founder , Nxtwish.com

Customer Journey is the path followed by the user from the engagement point until the exit/disconnection point. An example can be landing on a website and browsing through pages, filling forms, and leaving the website once the objective is completed.

 

Customer Experience is the overall experience of the user during this journey. Usually, the shorter and simpler the journey the better the customer experience. Its all about the practicality, ease of use and clear communication with the client.

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