Customer experience is defined as

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Timing is crucial in a multichannel strategy. If the customer already feels comfortable in the usual channels and is loyal to the company a poorly managed web channel in a moment of truth for the customer can cause a significant loss of credibility and trust with a consequent reduction in loyalty and level. Of recommendation. End of the first part. > continue reading the second part mª dolores mendez aparicionomadic design and situational choreography one of the essential aspects of customer experience is experience design .  the sum of the experiences that the user has with a brand throughout the customer journey.

That is why the first differentiating factor of experience design is to focus on the creation of these points of contact. Thus it is not about the design of products services or processes but rather a new discipline that seeks to deliberately generate Digital Marketing Service an experience that corresponds to the brand's value proposition. The second differentiating factor is the incorporation of the emotional vector into the design of those contact points that together must configure the customer experience.



If you have always designed taking into account the cognitive and sensory components now the emotional element joins in. However this last factor is not simply one more but is an essential component since only intense emotions have the capacity to generate memorability. That is only what generates a substantive emotional experience can become part of the client's biographical imagination and identity. A third differential attribute of experience design is that the three components cognitive sensory and emotional flow in a dynamic way in the client's consciousness over time that is they do not occur in a static way but rather they draw a pattern.