Best Practice Report

The Relationship Between Customer Obsession And Customer Experience

May 19th, 2022
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Keith Johnston , Bruna Venicio , Rachel Birrell

Summary

Customer obsession and customer experience are different, but related, concepts. Customer obsession is an approach to business that requires putting the customer at the center of leadership, strategy, and operations. In contrast, customer experience is customers’ perceptions of the quality of their interactions with an organization. Customer-obsessed organizations are able to provide better experiences — and better products and services — to customers.

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