What is Customer Experience?
What is Customer Experience?
What is customer experience?
Holistic perception of a customer about a brand or business is known as Customer Experience, also known as CX.
CX is the result of each interaction a client has with your business, from exploring the website to conversing with client support and accepting the product/service they purchased from you. Everything you do impacts your customers’ perception and their decision to keep coming back or not - so an extraordinary client experience is your key to progress
Connecting the Dots. - To simply put Customer Experience (CX) is how a customer perceives the brand through all the interactions across the customer life cycle. In the modern digital era, customers are well-informed and hyper-connected than ever. With a growing number of communication channels, brands are increasingly turning to technology platforms as a way to improve customer experience across channels.
Why is CX important for your business?
Most Critical Components of CX:
1. Enabling elegant, painless interactions (66%)
2. Providing speedy service (66%)
3. Ensuring that customers feel understood (65%)
4. Making relevant information easy to find (63%)
5. Being consistent and connected across channels (63%)
From a localised marketplace, this world has transcended in to immensely hyper-connected digital world, where every single interaction and feedback matters.
Forbes rightly describes the customer experience as the "cumulative impact of multiple touchpoints" over the course of a customer's interaction with an organization. Some companies are known to segment the customer experience into interactions through the web and social media, while others define human interaction such as over-the-phone customer service or face-to-face retail service as the customer experience
Difference between Customer Experience and Customer Service
The difference between customer service and customer experience is that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers — customer experience is the sum of the entire customer journey with your business
Customer service and customer experience are both important pieces to an organization’s success, yet it’s not possible (or necessary) to draw hard lines between them. The line between how customers use a product and how they interact with the people supporting it are more blurred than ever. Customers consider the whole picture when thinking about your offerings, and you should, too
What is a good customer experience?
There is a distinction between great and awful CX. When the customer experience is positive, customers walk away from every interaction feeling happy and satisfied. Positive customer experiences feels included by well-targeted marketing campaigns, easy-to-purchase-from eCommerce sites, simplified buying processes, self-service customer service options, and the ability to connect with company representatives anytime, anywhere, through any device.
Customers expect multiple channels for engagement. They want brands to anticipate their needs, and they want their loyalty rewarded through useful and relevant loyalty programs.
To do as such, you need to interface your information and any knowledge collected across the entirety of your frameworks, from front-to back-office. Really at that time would you be able to convey a consistent, associated, and customized client experience across all promoting, deals, and client care touchpoints.
Example of Good CX
Business has realized that others could match or exceed their product offerings, so they chose to differentiate based on providing experiences that customers find appealing. They continue to lead their markets.
Apple, Zappos, and Starbucks are good examples of companies check here putting customer experience (CX) first.
What is Customer Experience software
Customer experience software is a platform that enables teams to manage customer interactions across the entire buyer journey, all from a single, unified workspace.
With customer experience (CX) software, agents can seamlessly move from one communication channel to the next, access customer data from any external source, and maintain the customer context they need to provide consistent, reliable support.
Optimizing CX requires having enough data to show you a complete picture of your customer. Since the customer provides that data every time they interact with your company, you just need the right CX software to use that data effectively. This means a complete integrated suite of cloud applications, including marketing automation, eCommerce, customer service, digital experience, CRM, CPQ, and sales force automation (SFA) solutions as well as a customer data platform (CDP) to help unify that data into complete profiles and actionable intelligence.
Measure and improve your customer experience with Customer Experience Lab
Foundation of Customer Experience lab is laid by the pioneers in CX industry, reason was not the dot com bubble but the reason to help navigate an immensely sophisticated market, where each human interaction through any channel matters and should be handled with immense care.
Customer Experience Lab combines Design Consultancy, Process Engineering, Technology Implementation & Custom Software Development to deliver curated experiences for your customers.
We are a team of CX enthusiasts, with a combined experience of 100+ years in the industry who came together in 2018, started operations in India and expanded to the ASEAN countries within the next year. We are currently a 55 member team with offices in 7 locations across India and South East Asia. We have been growing at a rate of 100% year on year.
We have been recognised by Genesys as the most Disruptive CX Partner for APAC and the most Innovative Partner for SEA. CIO Review India Magazine listed us as one of the Top 10 CX consulting companies. Our mission is to create wealth for our eco-system – our people, our partners, and our customers.
Don’t wait for the right time to come, just call us and we will help you with the best suggestion, which can help you streamline your existing operation.