What is Customer Experience Management – Definition, Examples, & Strategies

Customer Experience (CX) means how a customer feels or thinks while interacting with a brand or business for the first time. It includes everything from awareness, trying out a product, and selling it up until after selling it. If a customer has a great experience, it ensures their satisfaction with the business and creates loyalty and advocacy for its products and services. Therefore, it is critical to any business plan. It goes beyond meeting the needs of the consumers by providing them with a great experience. Great experience creates a strong bond between the customers and the business. It includes knowing the needs of the consumers, fulfilling their concerns, and aiming always to do better than the last time. Companies that take customer experience seriously ensure that consumers have an easy journey and combine modern technologies and real-time feedback systems into the mix for ongoing development. What is Customer Experience? Customer experience is defined as when a customer deals with a business or organization and interacts with it across multiple channels and devices. This impacts their business and determines whether the consumer is loyal to the business or proposes it to others. This strategy is also called Holistic as it looks at the complete cycle of customer interaction with a business.