What is Customer Experience (CX) and Why Is It Important?!

CX is the holistic perception that your customers have about their experience with your business and brand.

You’ve most likely heard about customer service before, but you may not be so accustomed with what Customer Experience is.

Customer experience (also called CX), includes customer service and all of the other interactions that you have with customers.

Everything you do impacts your customers’ perception and their decision to keep coming back to you or not. From seeing an ad, to getting in touch with a customer service representative, to purchasing a product and returning to your business. All of these and more are touchpoints that contribute to the customers’ experience. 

So, a great CX is your key to success.

Benefits of a Great Customer Experience (CX):

There are many benefits to delivering a great CX. Some of these include:

  • Increased loyalty
  • Increased satisfaction and even 
  • Positive reviews and recommendations.

The good thing is that all businesses can benefit from improving their CX. For example, subscription businesses can increase retention rates and reduce churn, while ecommerce businesses can increase repeat orders and reduce returns.

Are you convinced? What’s your current Customer Experience strategy?