Customer Experience

According to the Customer Experience Professionals Association (CXPA), Customer Experience (CX) refers to the perception that customers have of an organisation – one that is formed based on interactions across all touchpoints, people, and technology over time.

You may also be interested in Customer Experience Management – we have included the CXPA definition and some insight into their four key interrelated elements.

Why is customer experience important?

With businesses across the world becoming commoditised, one of the key points of difference is how businesses are looking after their customers.

While it has always made sense to focus on your customer experience to most people, the link between a great customer experience and profitability has bever been clearer:

Consider this:

  • 86% of buyers are willing to pay more for a great customer experience
  • 73% of buyers point to customer experience as an important factor in purchasing decisions
  • 65% of buyers find a positive experience with a brand to be more influential than great advertising
  • 84% of organisations working to improve CX report an increase in revenue.

What does Customer Experience mean chart

What Customer Experience means as defined by the CXPA

How to improve your customer experience:

It’s a pretty broad topic so to help you we’ve included some key links below:

Upcoming Industry Events:

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

Virtual Coffee: Carrots and Sticks

Event Organiser:

In the final Virtual Coffee session for the year, this workshop explores the theory behind motivation and how leaders motivate others (and themselves) - plus some great tips!

Managing Difficult Customers – November 2020

Event Organiser:
CX Skills

The Managing Difficult Customers November 2020 course is delivered by global CX-Expert Daniel Ord teaching frontline agents how to identify different types of difficult customers and different types of difficult situations and use root cause analysis to apply the correct solution with confidence.

Be the first to comment

Leave a Reply