The better your CX, the more likely it is that your customers will spread the word about their positive experience with your brand.
Good CX also leads to customer satisfaction, which then translates to loyalty and a solid customer base that keeps coming back again and again.
On the flip side, if you’re providing less-than-stellar CX, you can bet customers will be just as motivated to share their feelings about that as well.
Since the goal of CX is ultimately to keep your customers happy (and your customers are unique), the details of what constitutes a good experience will vary from business to business.
Basically, take your customers and their opinions seriously. Gather data and do whatever you can to figure out how people are experiencing your brand and take immediate steps to maintain what’s working and improve what isn’t.
CX is the sum total of customers’ perceptions and feelings resulting from interactions with a brand’s products and services. CX spans the lifetime of customers’ relationships with a brand, starting before a purchase is made, continuing to active use and advancing to renewal or repeat purchase.
On the Voices of CX Blog, we share and create content for CMOs, directors, supervisors, teachers, authors, and especially CX enthusiasts.