Customer experience (CX) is how consumers perceive the interactions they have with a brand at multiple touchpoints throughout their customer journey.
This can be a query on social media, a conversation with a chatbot or simply navigating on a website from one page to another. Each interaction matters and will have an impact on how future and current customers view a brand.
In fact, 52% of customers will switch to a competitor if they have a single negative impression, according to Zendesk. This makes it crucial for a business to prioritize customer experience which hopefully leads to great customer reviews .
In this article, we explore what CX is and provide simple but effective ways you can differentiate your business from your competitors by covering:
- What is customer experience?
- What is a customer experience pyramid?
- What is customer experience management?
- What impact does CX have on performance?
- What does a CX Manager do?
DMI Guide to Lead Generation and Nurturing
What is customer experience (CX)?
In a nutshell, CX involves putting the customer first. It requires a keen focus on the experience a customer has with a brand.
It encompasses everything the customer middle east mobile number list touches, hears, handles, or sees as they interact with a product or service. CX requires companies to care about their customers and serve them in the best possible way.
It’s worth noting that to deliver a great experience for customers, you need to understand what they want! Creating defined buyer personas can help you get to grips with who your customers are, what they like, and what their pain points are.
The image below shows how business, brand and business all overlap with CX at the core.
Companies who excel at CX:
- Delight their customers
- Forge an emotional connection with their audience
- Transform people into loyal fans and advocates
What is a CX pyramid?
Once an organization understands its customer needs, the jinsi wavuti bora zinazoshughulikia mihimili ya wavuti ya next step is to set about meeting those needs.
You can use a CX Pyramid to help you do this which is formed by three steps:
- Utility: At the bottom of the pyramid, the Utility step requires an organization to satisfy the basic requirements of good customer service – delivering a service that is on time, delivered in full, consistent, and offers value.
- Usability: In the middle of the bwb directory pyramid is the Usability step. Here, the organization goes one step further, and aims to reduce friction and make its services easier to interact with.
- Pleasurable: Only when the intensive work of the first two steps is complete can the organization move to the third step – creating pleasure, and measuring how pleasurable customer interactions are at an emotional level.
All too frequently, organizations focus on the pleasurable step at the top of the pyramid, at the expense of the utility experiences at the bottom, which is a mistake. The basic foundations of good customer service should be in place before you attempt to build upon them.
What is customer experience management?
Customer experience is something every organization manages, whether intentionally or not.
There are no hard and fast rules about what you must do. It’s about understanding that a number of processes, tools, and responsibilities must connect to deliver an overall excellent experience.
Organizations that create exceptional customer experiences know that managing experience is an ongoing process and more a mindset for the entire organization than just the responsibility of a couple of employees.
