Learn in the textbookMarketing Fundamentals and Understanding Customers
DefinitionCX (Customer Experience) is the whole experience a customer has at every touchpoint with a company, from first hearing about a product through buying and using it to after the purchase.
ExplanationA touchpoint is any place where the customer deals with the company, such as ads, stores, the website, or the support desk. In CX, the overall verdict builds up from impressions at each touchpoint, such as how quickly the company responds and how clear its procedures are, on top of how good the product itself is.
AnalogyIt is like judging a hotel not only by the comfort of the room but also by how easy it was to book, how the front desk treated you, and the thank-you message after checkout.
Memory hookC is for Customer. You only become a customer through a relationship with a company, so tie the experience to every point where you meet that company.