The document discusses the importance of customer experience (CEX) at retail. It defines customer experience as the impression formed by a customer's interactions with products, services, and businesses. This impression is based on both the logical and emotional responses customers have. The document argues that to create a positive customer experience, a business must meet and exceed customers' expectations on both business and emotional levels. Imbalanced experiences that neglect either logic or emotion will result in a negative impression. An effective CEX requires constant evaluation from the customer's perspective to understand both internal and external perceptions.

1. 3P’s Customer Experience @ Retail Abdulrahman Alghamdi

2. Customer experience (CEX) "Customers always get more than they bargain for, because a product or service always comes with an experience. By "experience," we mean the "takeaway" impression formed by people's encounters with products, services, and businesses—a perception produced when humans consolidate sensory information." (Carbone and Haeckel 1994)

3. Customer Experience Every day Focus

4. Customer Experience x Every day Focus

5. Customer Experience our every SECOND focus

6. 3P’s CEX @ Retail What is customer experience ?

7. Customer Experience Our Customers

9. Imbalanced customer experience POS I T I V E Expectation point has been exceeded on both business and emotional level and relatively balanced giving rise to a positive customer experience Imbalanced customer experience

10. Imbalanced customer experience POS I T I V E Imbalanced customer experience

11. Imbalanced customer experience POS I T I V E Imbalanced customer experience

13. Every interaction provides an opportunity to enrich customer experiences.

14. A customer experience is a dynamic rather than a static construct. As each expectation is exceeded, the bar raises for the next experience.

15. Delivering positive customer experiences requires constant feedback and evaluation from a customer perspective. This should take both internal and external evaluation.