Which phrase best captures the meaning of customer experience?

The phrase that best captures the meaning of customer experience is "Every interaction including feelings and perceptions." This definition encompasses the holistic nature of customer experience, which includes every point of contact a customer has with a brand or organization, from initial awareness to post-purchase interactions. It also emphasizes the importance of feelings and perceptions, which are critical components in shaping how customers view their interactions with a company. Positive emotions and perceptions can significantly enhance customer loyalty and satisfaction, while negative experiences can lead to a decline in customer retention.

In contrast, focusing solely on organizational processes overlooks the emotional and subjective aspects of how customers perceive their relationships with brands. Additionally, concentrating only on functional aspects of service ignores the nuanced feelings and perceptions that accompany customer interactions. Relying on average feedback scores provides a limited view, as it may not fully capture the complexity of individual experiences or the broader journey of a customer with a brand. Hence, the chosen phrase reflects a comprehensive understanding of customer experience.