Customer experience (CX) is a broad and multifaceted concept that concerns how a customer perceives the entire interaction with a company, from awareness to post-sale, through all touchpoints and the emotions that come with it.
Let’s first clear up a very common doubt: customer experience and customer service are not the same thing . They both concern the interaction between a company and a customer, but in different ways.
Customer experience is the set of all these experiences , while customer service is just one of the specific aspects within a broader customer journey.
– Temporal dimension : CX poland phone number library develops over time and is profoundly influenced by the continuity and coherence of experiences. Today’s and tomorrow’s customers are very different . Unfortunately, even a single negative episode can ruin a long series of positive interactions;
– Interaction between physical and digital channels : in an interconnected world, a consistent and integrated experience between the online and offline world is increasingly necessary. Companies must be able to distinguish the difference between multichannel and omnichannel strategies . And CX must therefore cover not only traditional touchpoints , but also digital, social and virtual ones such as the metaverse .
CX: A Definition No One Has Found Yet
A definition that has not yet been expresse, in reality, is one that manages to capture the totality of the customer experience as a “continuous movement” of the customer between expectations, emotions, values and relationships .
Every moment, every little detail, every interaction, whether positive or negative, adds to the overall picture and contributes to defining what a customer feels and how they perceive your company as a whole. Good news, we can advise you on the best ways to improve interactions with your customers .
In this perspective, the tiffany toliver office manager customer experience is never truly static : it is a flow of emotions and interpretations that is difficult to summarize in a single definition, but which represents the beating heart of the relationship between customer and brand .
We have spent a few words on this definition precisely because having a clear vision of the customer experience is essential to understand its importance, to know how to apply it and measure it in your business.
Finally, it is worth pausing at the beginning because CX is often confuse with other aspects that characterise the relationship between customer and company , such as Customer Relationship Management , Customer Engagement and Customer Journey .
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