Customer Experience Paradigm: The Disconnect Experience

Abstract

Customer Experience has been in focus of all marketers for many years by now. Customer experience remains on the marketing strategy table with due importance and guides the strategies at the end of the day. The customer experience is viewed in this article based on the “connect” established by the brand with the customer and viz. in this context the model of “connect” is derived conceptually to deliver the relevance and importance of customer experience. The paradigm of customer experience is conceptually extended with several possibilities horizontally and vertically to arrive at a dynamic experience model not with-standing the current framework in which such experiences are dealt with.In this context the relevant conceptualization of customer experience at the time of “disconnect” is highlighted in the light of drawing an experience dimension around the customer in this context. The article conceptualizes the dynamics of a customer brand interaction at various levels of connect and the varied dimensions of experience factors that ranges in a wide spectrum resulting in several challenges posed before a marketing person.