Talk:Customer experience/Archives/2012

Define Customer Experiencen in distinction to User Experience

I am wondering why the Term User Experience is not used in this article. There is some overlap between the two terms but they are also different. This would be written clearly, what do you think? On the one hand, user experience looks at the whole experience-process of a customer/user as well. But on the other hand the process looks more for active envolvement than for analysis like customer experience does. What do you think? --Tordans (talk) 06:51, 22 May 2009 (UTC)

It could be added that user experience is limited to the use of a product, while customer experience looks at the broader experience at all touch-points. User Experience practitioners start to say that they also have a broader scope, like the branding, shop design, etc. But most are trained in human-computer interaction, and that's the *use* of the product, not how it is perceived in the market. --

Blog

There has been a link to a non-commercial blog that provides an overview of academic and non-academic articles on customer experience management. A lot of them are for free, so I think this is quite valuable for people who read this entry on Wikipedia. I don't see any COI or spam, therefore I will introduce the link again. —Preceding unsigned comment added by ExperientalMarketer (talk • contribs) 11:39, 7 July 2008 (UTC)

The link fails WP:EL, there appears to be a WP:COI, and you've added it in a manner that violates WP:SPAM. --Ronz (talk) 17:41, 7 July 2008 (UTC)

Hi, I am research associate at a leading business school in europe and author of a blog that focuses on the topic of customer experience management. I have created a post with a collection of different articles on customer experience management which should help you get a better overview of this broad topic. A Selection of articles on Customer Experience Management Various articles (most of them free) that focus on the topic of customer experience management

Even though the link is to a blog, the articles quoted are from top-ranked academic journals and from leading consulting companies. There I think the reliability of the content is not compromised. Unfortunaly I have a conflict of interest when posting this link, so if you think this link should be added (or if you think it should not be added) please discuss it here on the discussion page. PhDStudent 19:19, 7 July 2008 (UTC) —Preceding unsigned comment added by ExperientalMarketer (talk • contribs)

Hello. Linking to your own blog is a violation of several guidelines on Wikipedia: See WP:COI, WP:EL, and WP:SPAM. Please do not reinsert it. - MrOllie (talk) 19:37, 7 July 2008 (UTC)

MrOllie, yup I realized that now as well. That's why Ronz suggested that I start a discussion on this page to see if other people think this is relevant. Thanks for your hints and helping me understand "the Wikipedia Way" - this is exactly what is needed to ensure a sufficient quality level. —Preceding unsigned comment added by ExperientalMarketer (talk • contribs) 20:29, 7 July 2008 (UTC)

I suggest that the reference to Amdocs be removed as this is a singular vendor. Otherwise, we should add the definition of customer experience from every vendor in this space. - Darin Phillips 12:54pm EST, 25 February 2009

Good catch. I removed it for the reasons above and the fact that the link was to the company's url, rather than to an article that actually verifies the information. --Ronz (talk) 18:10, 25 February 2009 (UTC)

There's also a reference to Chordiant which sounds very sales pitch like - that should probably be removed as well. —Preceding unsigned comment added by 82.196.43.74 (talk) 09:40, 11 September 2009 (UTC)

Spriolo (talk) 14:53, 17 April 2010 (UTC) I removed reference to Chordiant since there are many companies that provide competing services

Use of interviews as sources

Interviews are primary sources that need to be used with care. For the second time now, I've reverted the addition of an interview [1] as a source. There's no supporting secondary source. I'm also concerned that these additions are being made in part as promotion of the individual interviewed. --Ronz (talk) 15:11, 2 July 2010 (UTC)

See WP:RS for more information on identifying suitable sources. --Ronz (talk) 17:03, 2 July 2010 (UTC)

Customer Expectation Method

I'm reading a lot of blogposts about CEM (Customer Expectation Method). See also this slideshare: http://www.slideshare.net/stowers/cem-method-advanced-bpm-presentation. Can't find any information on Wikipedia. Is this a methodology that should be added? Who can help me? Timboliu (talk) 20:54, 31 May 2012 (UTC)