My impressions and what I have learned so far

One thing I've always worked with when training personnel regarding customer service, is the importance of relying on the self and the understanding of inner motivations of service providers (specially front-line staff and/or customer facing personnel) in order to achieve the best connection with the purpose of service, only after that first step is given, I move to the technical aspect of the business, it has always been my style.  After watching the Module 2 of the UCE course, I see that I've somehow been on the right path.  Customer experience begins and ends on the self understanding of the emotions created by external stimulus, in our case, the product or service that is being consumed.

Motivations, cognition, dis-confirmation, desires, emotions, well-being... customer experience management is all about professionally guiding perception, driving all those ideas that make each individual understand the purpose of a product or service the way companies originally intended.  One of CEM's main responsibilities is to build bridges between customer expectations, company's promises (made through communication) and products.  But this is not an easy task given the complexity of human behavior as it was properly described on the first part of the course.

Markets changed, most customer not longer measure the value of "things" but the experience associated to them, the reaction they produce, I understand the process going inside the customer's mind this way so far:

¿What do you think?, please leave your comment.