How to measure customer experience?

          When we focus on product and service innovation, what will customers get from you? If you sell a product, what buyer feels from finding the product, using it, making it broken, fixing it and then buy another product? If you provide services, how will customers feel from getting the service information, trying, renewal and buy from others? As a seller, what kind of customers you want to sell? One time customer or loyal customer?

When we focus on Customer, how should we integrate into our thinking?

Customer retention is the important thing of our company, their experience is the best feedback of our efforts. If we think outside-in by customer view, what will we feel about our company? As customers, they will contact with Marketer, Salespeople, Support and even R&D, what is their experience to face so many people for solving their questions? And what is the reason why customers keep their loyalty to buy again?  Do we provide only products or we can transform to a business partner of customers?