What is Customer Experience? And why is it so Important?

What is Customer Experience?

There are many terms and buzzwords around customer experience (also know as CX), but what exactly does it mean? 

To keep it simple – CX is the impression you leave with your customer after interacting with your brand.  Even if you think your brand and customer experience is one thing, if the customer perceives it as something different, that is what the actual CX is.

Why is it so Important?

If you had to think about the last time you had a great shopping experience as a customer, it probably wouldn’t take you long to remember who the company was and how you felt – happy? Put a smile on your face? 

What about poor customer experience? You can probably think of an example quicker and how you felt about the company and how you feel about the company now – angry? Frustrated? Annoyed? And how many people have you told not to buy from this company because of your experience?

It’s so important to constantly review our customer experiences and improve on them continuously.  A positive customer experience not only results in making your customers happy, but it can also lead to additional revenue. Happy customers build brand loyalty, promote your product or service and refer their friends or colleagues – all free of charge!