What Is Total Customer Experience? - Definition & Model

An error occurred trying to load this video.

Try refreshing the page, or contact customer support.

Coming up next: Consumer Psychology: Definition & Behavior

You're on a roll. Keep up the good work!

Take Quiz Watch Next Lesson
Your next lesson will play in 10 seconds
  • 0:01 What Is Total Customer…
  • 0:16 Managing Total…
  • 0:30 Total Customer…
  • 2:34 Evaluate Total…
  • 3:16 Lesson Summary
Save Save Save

Want to watch this again later?

Log in or sign up to add this lesson to a Custom Course.

Log in or Sign up

Speed Speed Audio mode
Lesson Transcript
Instructor: Carol Woods

Carol has taught college Finance, Accounting, Management and Business courses and has a MBA in Finance.

In this lesson we'll discuss the Total Customer Experience: what is it, how to manage it, and why your business would want to make sure your interactions with your customers are positive.

What Is Total Customer Experience?

Total customer experience is used to describe the relationship a customer has with a business. It is made up of all of the interaction the customer has had with a business, from the time the customer first made contact with the company up to the present day.

Managing Total Customer Experience

Total customer experience sums up your customers' opinion of your company and products. If they are happy, they will tell their friends and buy again. If they are unhappy, they will also tell their friends, and you are likely to not receive future business from them or those friends.

Total Customer Experience Model

To manage the customer experience, you need to have a model you can use to evaluate all aspects of contact with your customers. This model includes the traditional '4 Ps' of marketing - place, price, promotion, product - along with people, or the service the customer receives from sales or support; and process, which is the way the company does business with the customer.

As an example, let's pretend you have just purchased a new computer from a store down the street. Here are definitions of these terms, as they relate to your purchase:

To unlock this lesson you must be a Member.
Create your account

Register to view this lesson

Are you a student or a teacher?

Unlock Your Education

See for yourself why 30 million people use

Become a member and start learning now.
Become a Member  Back
What teachers are saying about
Try it risk-free for 30 days

Earning College Credit

Did you know… We have over 200 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

Create an account to start this course today
Try it risk-free for 30 days!
Create an account