September 2011
1 post
2 tags
"Brand Experience" vs. "Customer Experience"
I recently posted a response to a Forrester Research Community discussion topic on the difference between “Brand Experience” vs. “Customer Experience” which I thought I’d share here:
One way to distinguish between the two is to consider the orientations:
Firm
Firms engage in efforts that result in experiences. Whether or not the efforts are thought through or...