- Customer experience is the most exciting opportunity to businesses next year and the reason is simple; the companies that focus on customer experience reduce churn and increase revenues – leading to higher profits!
- For many, customer service and customer experience are seemingly interchangeable. Yet, one is a single touchpoint with a brand, while the other impacts feelings and emotion, and encompasses the entire customer journey.
- The customer experience impacts all areas of your business, but how do you get started? Here, we provide you with 7 steps, along with examples and case studies to help you create a great customer experience strategy.
The 2020 Digital Marketing Trends Report by Econsultancy and Adobe asked companies to indicate the single most exciting opportunity for their organization in the upcoming year – and once again, the same answer came out on top.
Can you guess what the most exciting opportunity for a business is?
If you guessed ‘customer experience’ (or CX), you guessed right.
What is customer experience?
Customer experience (also known as GSBM) 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!