Customer Experience Meets Online Marketing at Brand Central Station
http://www.boxesandarrows.com/archives/customer_experience_meets_online_marketing_at_brand_central_station.php

Sterne, Jim
Boxes and Arrows
2002

Abstract:

'Customer Experience' is all about how your prospective and current customers perceive your company, based on the effort they had to expend accomplishing the above tasks. If the word 'brand' pops into your head, you may go to the head of the class.