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Glossary

What is Customer Experience ?

Customer experience, often known as CX, is your consumers' overall view of their interaction with your company or brand. CX is the consequence of every engagement a consumer has with your company, from navigating the website to contacting customer support and receiving the product/service they purchased from you. Everything you do influences your customers' perceptions and their decision to return or not, thus providing an excellent customer experience is critical to your success.

Why is customer experience necessary for your company?

Providing an excellent client experience is critical for every organization. The better the customer experience, the more recurring business and great evaluations you'll receive, while also lowering the friction of customer complaints and returns.

The following are some of the advantages of providing excellent customer service.

  • improved consumer loyalty
  • enhanced client satisfaction
  • improved word-of-mouth marketing, excellent reviews, and recommendations

Improving the customer experience may benefit all company models: subscription firms can enhance retention and minimize churn, ecommerce marketplaces can promote repeat business and reduce returns, and service sectors can earn recommendations and decrease complaints.

In fact, we dare you to conceive of a firm that does not gain from offering an excellent customer experience. We think that putting the needs of the consumer first is always beneficial to the company.

What exactly is a good customer experience?

There is no single universal checklist to follow to ensure a positive customer experience: your company is unique, and so are your customers. However, by surveying 2000 CX specialists from various businesses, we discovered a number of similar concepts. You can read the complete findings of our poll here, but we've highlighted some of the important insights below. In brief, you may provide an excellent client experience if you:

  • Make listening to consumers a major priority throughout the organization.
  • Utilize client feedback to gain a thorough understanding of your consumers.
  • Create a system to help you gather input, evaluate it, and act on it on a regular basis.
  • Reduce friction by addressing your consumers' individual issues and concerns.

It's hardly rocket science: an excellent customer experience comes from asking your consumers questions, listening to their replies, and acting on their feedback.

What is the distinction between customer service and customer experience?

In summary, customer service is only one component of the overall customer experience. Customer experience, as previously said, is a customer's total view of your organization based on their encounters with it. Customer service, on the other hand, refers to particular touch points within the experience when a customer seeks and receives support or aid, such as phoning an operator to request a refund or connecting via email with a service provider.

In other words, customer experience (CX) is more important than customer service. It encompasses every interaction a consumer has with your organisation, from the first time they hear about you in a blog post they discovered on Google until the time they phone your customer support staff to complain about your product (and hopefully get a prompt response).

 

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