Total Customer Experience (TCE)  is a business concept that involves managing all aspects of a customers engagement with a company or brand. For example, Starbucks has designed a customer experience far beyond the purchase of a commodity beverage. The sights, sounds and smells a customer experiences from entering the door of a coffee shop to how the “barista” engages with the customer are all elements of the total customer experience that are carefully designed and managed to entice repeat visits.

In the technology space, Cisco, EMC and others have extensive TCE programs to ensure a consistently positive customer experience.  At Cisco three key ingredients — a great product, easy transactions, and valuable interactions — point the way to ensuring a loyal customer base today.

The Cubed Consulting team has extensive experience of TCE management and can help your organization build an effective TCE program.