What is Customer Experience (CX)?
Customer Experience is the product of the interaction between an organization and a customer over the course of their relationship. It is comprised of three experiences: the customer journey, brand touchpoints, and the type of environment in which the customer interacts with a company, i.e., a digital environment vs a physical interaction. Customer Experience should be considered in every single aspect of a company’s offering, starting with product development and moving through packaging, marketing, sales, checkout, follow-up, and all post-sales service and communication. A positive customer experience leads to increased customer retention, brand loyalty, and an improved bottom line. Digital technologies can help organizations enhance their customer experience at every touchpoint to maximize the following business benefits.
Business Benefits of Customer Experience
- Increases customer conversions and acquisitions
- Boosts customer engagement
- Improves crisis management
- Minimizes cost of service and marketing
- Enhances customer loyalty and retention