In the experience-centric economy, businesses are aggressively seeking differentiated customer experience as a way to build customer loyalty and competitive advantage over their competitors. The renaming of customer service awards to customer experience awards in leading economies such as the United States, United Kingdom and Singapore has helped to create and promote customer experience as a key differentiator in service. Customer experience is transactional, emotional and transformational. The core of customer experience is happiness, which comes from the “heart”:
Happiness,
Emotions,
Awareness,
Relation, and
Trust.
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