What is customer experience?
Customer experience (also known as CX) is defined by the interactions and experiences your customer has with your business throughout the entire customer journey, from first contact to becoming a happy and loyal customer.
CX is an integral part of Customer Relationship Management (CRM) and the reason why it’s important is because a customer who has a positive experience with a business is more likely to become a repeat and loyal customer.
In fact, according to a global CX study by Oracle found that 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal advocate. If you want your customers to stay loyal, you have to invest in their experience!
- How can I enable my staff to listen to our customers?
- What’s the best way to manage local customer feedback and respond to questions, suggestions, complaints, compliments or ratings?
- Who in the business should be responsible for managing feedback and how should this be structured?
- And, ultimately, how can I build loyalty and a genuine human connection between my brand and customers?