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What is customer experience?

This one’s easy.

Customer experience is how your customers perceive their interactions with your company.

What is great customer experience?

This one is not so easy to define. In fact, you’ll find many articles dance around this question. We’ll go into more detail below as to why, but for now, here is our definition:

Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company.

Yes, you can steal that definition. We won’t mind.

Why is customer experience important?

The short answer: Customer experience determines whether your organization succeeds or fails.

Now think about the last time you had a really bad experience with a brand.

Respected Visitor – Conclusion

If you’re like most, you probably had a much easier time recalling a poor experience than a good one. That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. So when bad customer experiences happen, the news of it spreads on social channels and by word-of-mouth.

On the other hand, if customers feel they have a good relationship with your brand, they’ll stick around. Satisfied customers don’t look elsewhere for services or products, and they will surely miss you if one day you suddenly disappear. In other words, delivering great customer experience makes you irreplaceable. And being irreplaceable helps your company’s bottom line.

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