Customer experience (CX) is the overall perception and impression a customer has of a business based on all of their interactions and experiences with that business. It includes every touchpoint that a customer has with the business, from browsing a website, to making a purchase, to interacting with customer service.
A positive customer experience occurs when a customer’s expectations are met or exceeded, and they feel satisfied with the quality of service they received. A negative customer experience occurs when a customer’s expectations are not met, and they feel dissatisfied or frustrated with the quality of service they received.
In today’s competitive market, businesses are increasingly focusing on improving the customer experience as a way to differentiate themselves from their competitors and to build customer loyalty. This involves understanding the customer journey, identifying pain points and areas for improvement, and implementing strategies to create a seamless and enjoyable experience for the customer at every touchpoint.
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