CUSTOMER EXPERIENCE (CX)

One of the most important factors for companies is the experience that the customer receives because they are the ones who create the reputation of your brand. 

But, what is customer experience? 

It is a business strategy, oriented to the generation of bonds with the customer before, during and after acquiring your product or service for the benefit of your organization. 

In every interaction that the customer has with your company, he will be taking with him an impression of your brand, either positive or negative. Ideally, in the best of cases, the experiences should always be positive. 

How does CX benefit us as a company?

Providing every customer with a positive experience is critical to the growth of a company.

  • Flexibility : The customer may contact the company from different channels or may be served by different agents. For this reason, it is of utmost importance to have flexibility in the contact channels, without losing the context of previous interactions. 

  • Extend the relationship with the customer: Every time a customer has an interaction with your company, it is one more opportunity to make them live a positive experience and lengthen your relationship with them. Remember that it is not only about getting new customers, but also about keeping the ones you already have. 

  • Increase your sales: Through this business strategy, you will be able to increase your sales.

 

Is customer experience important? 

It is important that marketing is not only focused on the sale of products, but also on the memorable experience that the consumer will have during their interaction, since a satisfied customer will be a long-term and loyal customer. 

It is essential to know the customer’s motivation, problems and desires, to put ourselves in their shoes and let them know that we understand their requirements. This will make the customer feel that he/she is really important to the company. It will also boost customer loyalty and increase brand value and revenue.