Customer Experience (CX) refers to customers’ overall perception of your brand throughout the buyer’s journey. When done well, the customers can feel it. For example, think about when you enjoyed a shopping trip. The first thing you may have noticed is how people treated you. The customer experience is being delivered by the greeter at the door, the sales representative on the shop floor, to the customer support agent at the service counter. The other main touchpoint is the product. How the product is displayed, packaged, designed, and used are all part of your customer experience.
Customer experience is not organic; it is designed. There is a team of professionals at many companies whose full-time job is to analyze customer feedback and share this insight with the rest of the organization. The global customer experience management market size in 2021 alone was worth over 8 billion USD and is expected to grow 18% annually from 2022 to 2030.
But in case you don’t have a customer experience team, there are things you can do to start upgrading your customer experience strategy today. It is better to start now as 86% of a survey found respondents engaged in or leading customer experience expected to compete based on it by 2021. And, 74% of consumers in another survey said they were at least somewhat likely to buy based on customer experience alone.
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