"Customer Relationship" or "Customer Experience"?: Which term is commonly used?

Friday, August 25, 2017



There was a time where managing customers' relationship with the brand or business is referred to as "Customer Relationship Management," but a new term rose above: "Customer Experience." The latter sounds better, simpler and broader; while the former gives a rather technical feel.

The question is this: Which term is much preferred online?

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Comparing the results from Google Trends, "Customer Experience" is the commonly-used term worldwide, but in the Philippines, the case is different: "Customer Relationship" is still common.

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On a global scale, most of the world prefer to use "Customer Experience" whereas some countries in the Southeast Asian region, India and Africa still prefer "Customer Relationship."

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With all these said and done, should we follow the rest of the world in using "Customer Experience" instead of "Customer Relationship?" Share your thoughts in the comments below.


If you are looking to continue your education on Customer Experience, Customer Loyalty and Customer Relationship, join the Customer Love Fest 2017 this October 19-20, 2017 at Tower Club Makati. 


Visit customerlovefest.com for more info or get in touch with Ex-Link at (02) 633-0153, 643-3887, 0920-981-4376, 0920-924-2532, info@exlinkevents.com or at @CustomerLoveFest on Facebook Messenger.

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