Customer experience. CX. It’s much more important than you might think. Why? Have a think about the last time you had an exceptional customer experience encounter with a company or brand.
You probably left the experience feeling pretty good, right? The same goes for a poor experience as a customer. It leaves a sour taste in your mouth, one that’s hard to forget. For this very reason, excellent CX is vital to the success of your business. It doesn’t matter if you’re a big corporation or a small business, CX is everything.
The important thing to remember is a happy customer is a loyal customer, and a customer who will want to promote your business through word-of-mouth. They’re your biggest brand advocates. The annual Digital Trends report by Econsultancy and Adobe, showed companies view customer experience (CX) as the most exciting opportunity for 2020—beating out content marketing, video marketing, and social media marketing. Not to mention these CX stats show 86% of shoppers are willing to pay more for better CX, and 73% of consumers consider CX an important factor that affects their purchasing decisions.