9. Customer Well-Being (efforts to translate customer knowledge into
organizational attitudes and behaviors)
• Customer care — organization’s conscience in favor of customers’ welfare, and outreach to
customers accordingly
• Customer satisfaction — comparison of customer's reality versus expectations
• Service excellence — delivery of purchased services or remedial services, or post-sale
assistance to customers
• Customer-centricity — degree that customers’ welfare is at the center of the solution provider’s
decision-making and actions
• Customer experience improvement — process-wide problem resolution and prevention
• Customer complaint resolution — solving issues and communicating solution to complaint
originators
• User experience — intuitive and inviting environment for customers’ use of the product or
service, or for exploration and purchase of the product or service, e.g. retail store or website
• Customer touch points — opportunities for customers to interact with the solution provider or its
messages or products/services
• Customer effort — amount of effort the customer has to put forth during their experience with a
product/service
• Customer experience innovation — designing and implementing novel methods to enhance
customer experience