When companies prioritize the experience customers have with their brand, everyone benefits in the long run. So why isn’t every company hyper-focused on delivering great customer experience? We’ll explore why customer experience is the new battleground for business differentiation — and how companies can compete.
What Is Customer Experience?
As consumers, each time we interact with a company, it leaves an impression. Whether we’re placing an order, chatting with a live agent, visiting a store, or browsing a website, these brief encounters have a major impact on how we perceive that brand. As we move through each stage of the customer journey, we’re exposed to countless customer touchpoints that ultimately make up our overall experience with that company.
Today, we call the sum of these touchpoints and interactions the customer experience, or CX. In other words, customer experience is how your customers perceive their interactions with your company. Customer experience has been around as long as businesses
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