Customer Experience

What is Customer Experience(CX)?

Customer experience, also known as CX, results from every interaction a customer has with your company, from navigating the website to talking to customer service and operating the product they bought. Customer experience is the impression your customers have of your brand throughout all aspects of the product's journey. A great customer experience is your key to success.

Customer experience (CX) totals cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process, including pre-purchase, consumption, and post-purchase stages.

Why is CX important for your business?

Delivering a great customer experience is hugely important for any business. The better experience customers have, the more repeat customer feedback you'll receive while simultaneously reducing the friction of customer complaints and bugs.

The benefits of delivering a great CX include:

  • Increased customer loyalty
  • Higher customer satisfaction
  • Better word-of-mouth marketing
  • Lots of positive reviews and feedback

How to measure Customer Experience?

Here are four top metrics used by CX professionals to track customer experience over time:

  • Net Promoter Score (NPS)
  • Customer Effort Score (CES)
  • Customer Satisfaction Score (CSAT)
  • Time To Resolution (TTR)

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