Last week I stumbled across The Behavioral Economics Guide, 2015 (which you can find here).
I’m kind of a Daniel Kahneman/Dan Ariely junkie so I immediately started scrolling through it looking for articles of interest. And there, on page 8…big score! A graphic that plots the relative Google search frequency of the term “customer satisfaction” against the search frequency of the term “customer experience.”
Here’s why this chart floats my boat: For two years – from 2008 to 2010 – we see the terms coexisting as if people couldn’t quite make up their minds as to whether they were really different or not. Then in 2010 – pow! “Customer experience” starts shooting up like a rocket while “customer satisfaction” takes a deep dive.
(Coincidentally, in 2011 the attendance at Forrester’s Customer Experience Forum NYC shot up to over 1,300 people on site, from just over 800 people on site in 2010. That led us to add a CX Forum West -- now CX Forum San Francisco -- and CX Forum Europe starting in 2012)Read more