Customer experience, also known as CX, is the perception and view your customers have of your brand or business. It is the outcome of every interaction your customer has with your business and your brand. From how accessible your website is, to how your customer service department has interacted with them, everything your business does impacts your customers’ perception of your company and whether they will interact with and purchase from you in the future.
How can you improve customer experience?
There are several ways you can improve your customer experience, which can increase revenue and benefit your profitability. Examples include customer surveys to understand what satisfies your customers and what frustrates them, distributing customer experience data to your team to learn from, and considering customer experience within UX/UI design to improve the user journey on your website.
Why is a good customer experience important?
Having a positive customer experience is important to sustain growth in a business. Customer satisfaction is more important than ever before – as happy customers also create loyal brand advocates that can attract new customers to your business. It promotes brand loyalty, helps you retain customers, and encourages customer advocacy. The happier your customers are, the more likely they are to return to your business to purchase time and time again.
How can you provide a good customer experience?
There are several ways you can provide a good customer experience. First, you’ll need to identify who your customers are so you can understand their needs and wants. To do this, you can create personas or customer profiles to know who you’re targeting with your brand and content, and ensure you’re meeting their needs and values.
You will also need to create an emotional connection and understanding with your customers, so you can acknowledge what they’re looking for in your business and any pain points or issues they are looking to solve. It’s also important to gain customer feedback in real-time, to find out what your business is doing well and where they need to improve. To do this, you can use a live chat tool to have conversations with your customers when they’re on your website looking to purchase, as well as emailing customer surveys once they’ve completed their transaction.
What is the goal of customer experience?
The main goal of customer experience is to improve each interaction your customer has with your brand, whether that be on your website, over the phone with your sales team, or even across your social media platforms. Customer experience allows you to understand the quality of the experience you think you are delivering to customers compared to the experience you are actually delivering, so you can then identify any improvements you need to make.
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Related Terms: Advocates, Evangelist Marketing, Influencer Marketing
Related Resources: B2B Advocate Marketing Software