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What is Customer Experience (CX) and why is it so important for your business?

The benefits of exceptional Customer Experience

Image by Clemens van Lay

What is CX?

Put simply, CX (Customer Experience) is the total interaction your customers have throughout the entire process of their journey with you. It is their perception of how they are treated from advertising to sales and support, and in particular how well you resolve any problems that may arise along the way. 

It defines their total impression of you as a business and is absolutely critical in its impact on the performance of your brand and increasing revenue through customer loyalty and word-of-mouth.

Image by Félix Besombes

Why is CX important?

80% of customers say that the service and experience a company provides is as important as the products or services it sells. This should give you a clear insight into why Customer Experience is so critical to every modern business. 

Demand for an exceptional Customer Experience is higher than ever today and is absolutely vital for sustained growth, promoting increased customer loyalty, increased customer spending and boosting advocacy. In short, if your customers are blown away by the service you provide they will become walking advertisments for your business.

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