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:
- 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 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:
- Search through all our articles on how to improve the customer experience in your business >>>
- Search through the CX Directory to find suppliers that can help – from consultants, voice of the customer, mystery shoppers, technology specialists, trainers and more. Search the free CX Directory >>>