1. What is CX?
CX, also defined as Customer Experience, is the result of the engagement and experiences your customer has with your brand throughout the customer’s buying journey.
CX is one of many businesses’ top priorities. A positive CX is crucial to the success of a business, as it can boost revenue. A happy customer is more likely to be a repeat and loyal customer. The more satisfied customers are with the brand, the more they repeat their purchases. CX studies show that investing in CX has the potential to double a company’s revenue within 36 months. CX also has the power to influence on-the-spot purchasing, especially if the CX applies a more personalized experience.
If a customer is treated poorly, or if customer service communication is slow and disconnected, then they are more likely to stop doing business with the company. This is the reason why businesses invest heavily on delivering remarkable customer experience to outperform their competitors and gain new customers.