What Is Total Customer Experience? - Definition & Model


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What is total customer experience?

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1. Why manage the total customer experience?

2. Which is NOT a part of the total customer experience model?

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About This Quiz & Worksheet

This quiz and worksheet combo will gauge your knowledge of the Total Customer Experience Model and its value to businesses. For the quiz, you'll also want to familiarize yourself with the methods businesses use to evaluate customer satisfaction.

Quiz & Worksheet Goals

Use these assessment tools to test your knowledge of:

  • Components of the Total Customer Experience Model
  • Purpose of evaluating customer experience
  • Ways in which businesses can gain customers' opinions

Skills Practiced

  • Reading comprehension - ensure you draw the most important information from the related lesson on the Total Customer Experience Model
  • Making connections - use understanding of the concept of the Total Customer Experience in different contexts
  • Knowledge application - use your knowledge to answer questions about evaluating customer opinions

Additional Learning

For more information on the Total Customer Experience, review the accompanying lesson, What is the Total Customer Experience? - Definition & Model. The lesson highlights the following objectives:

  • Understand the importance of the Total Customer Experience to businesses
  • Learn the '4 Ps' of marketing
  • Identify the role of company representatives in the TCE Model
  • Apply the TCE Model to your own shopping experiences
  • Discover how businesses interact with customers