What is Customer Experience?

Customer Experience (CX) refers to the overall perception and feeling a customer has about their interactions with a company, product, or service throughout the entire customer journey, from initial discovery and research to purchase, use, and post-purchase support. It encompasses every touchpoint a customer has with the company and is influenced by the quality of customer service, the ease of use of products or services, the effectiveness of communication, and the emotional connection established.  

Why is Customer Experience Important?

Customer experience is critical as it directly impacts customer satisfaction, loyalty, and ultimately, the success of a business. As many as 74% of consumers are at least somewhat likely to buy based on customer experiences alone. Even more compelling is that companies who make customer experience a priority grow revenues 41% faster (Aspire, "The State of CCM-to-CXM Transformation, 2019"). This reinforces the notion that providing a superior customer experience is foundational to business success.

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What are the Benefit of Customer Experience?

Improving your customer experience can have a multitude of positive effects on your business, including:

  • Customer Retention: Positive customer experiences lead to higher retention rates, as satisfied customers are more likely to remain loyal and continue doing business with the company. 
  • Brand Reputation: A strong customer experience helps build a positive brand reputation, attracting new customers through word-of-mouth referrals and positive reviews. 
  • Revenue Growth: Companies that excel in customer experience often see increased revenue due to repeat business, upselling, and cross-selling opportunities. 
  • Competitive Advantage: In markets where products and prices are similar, a superior customer experience can differentiate a company from its competitors and be a key driver of success.

How Precisely Can Help?

One way to improve your CX journey is by implementing a customer communications solution. Precisely’s EngageOne™ solutions can help streamline operations, increase speed and efficiency through automation, eliminate costly systems, templates, and infrastructure redundancies, producing significant cost savings