“Businesses that have increased their investment in the customer experience over the past three years report higher customer referral rates and greater customer satisfaction.  Customers turn into advocates.  Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” – Nick Finck

Read more from Nick’s InfoCamp Seattle 2009 talk “Holistic Customer Experiences.”

1. Content is an opportunity to make customer relationships flourish
2. Customer experience needs to be a competence, not a function
3. It’s not “user” experience, it’s “people” or “customer” experience.

“Too often we design our experiences for users as if they are a commodity rather than a human being.  Things like greater conversion rates, increase in traffic, higher price per order, lower shopping cart abandonment, etc. and we lose sight of how to really treat the user with respect and a little bit of decency.” – Nick Finck

Read more in Nick’s article “Human Scale.” Thanks to Nick for submitting this quote!

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