What is Customer Experience?

Photo by Ahmed Zayan on Unsplash

We've all heard of "Customer Experience" – but what does that mean, really? We will discuss this more in section 1 of our latest White Paper in this month's posts, but according to Forbes Advisor, "Customer Experience describes the overall interactions a customer has had with a brand right from the point of awareness to purchase to loyalty or churn. It addresses the user's entire buyer journey and how well they were able to 'connect' with a business or brand." At the end of the day, Customer Experience (CX) is what determines whether a customer will remain loyal to your business or move on to a competitor.

Components of a Good Customer Experience (CX)

Empathy

Customers today are not just looking for a transaction, they are looking for an emotional connection with the business and brands from which they buy. Make sure to not treat your customers as just data points – they are people and deserve to be treated as such. Build an emotional bond with your customers and you will be rewarded with increased loyalty.

Personalization

Similar to empathy, customers want to feel special. This is where personalization comes in. Help them to feel seen with personalized touches, such as remembering their past purchases, recommending products that complement past purchases, and anticipating their needs.

Centralized Technology Stack

Use technology to your advantage in CX – connect various data points about your customer to create that personalized touch. Creating seamless digital (and physical) experiences for your customer will help them feel seen and boost their sentiment of your business and brand.

Value

Customers want to feel they are receiving good value for their money. This does not mean lowering your prices or making your offering appear cheaper than your competitors. It means make sure you are communicating what your customers are getting, and that what they are paying is fair for your quality product or service.