Updated: Dec 3, 2021
Customer eXperience (CX) matters! Customer eXperience refers to how a business engages with its customers at every point of their buying journey—from marketing to sales to customer service and everywhere in between. In large part, it’s the sum total of all interactions a customer has with your brand. People judge off of first impressions and even more off of last impressions!
According to Blake Morgan, a senior contributor for Forbes, 84% of organizations who identified actively improving and managing their CX reported revenue increases due to these efforts. This is accomplished through increased numbers of returning customers as well as increased traffic of new customers.
The quality of the CX you provide should match the quality in the product or service you are selling. We can turn to Apple, Costco and Spotify for some real examples.
(Product and Service Provider) Apple's end to end focus on the customer is evident in sleek website, packaging, products, and service. Consistency throughout the customer experience.
(Online and Warehouse retailer) Costco's ease of accessibility of quality goods is matched by a very engaging and easy to use website. Not to mention that Costco has made great strides recently to further streamline the customer experience in stores by installing self-checkouts.
(Online Service Provider) Spotify's focus on getting the customer exactly what they want while non-provokingly presenting new songs you may enjoy. The vibe of the site and app matches the seamless use of their service.
All of these businesses and 10,000s of others all have fantastic products paired with equally great CX.
Does your Customer Experience live up to your service or product? What changes can you make to improve your customer service?
By Jordan Disberger, CEO