What is Customer Experience?
Defining Customer Experience (CX) is not as easy as it would seem, yet it it the simplest concept you can think of. It is the whole experience a person has with your product, service, or brand.
What makes it “complicated” is that experience is personal, totally subjective and involves emotional components.
Have you ever gone to a restaurant or any other place that was highly recommended, either by online reviews or by a friend, and hated it? Probably you just had a bad experience because you had your own expectations, therefore you couldn’t possibly have the same experience as your peers. You are just different, as everybody is.
This might be happening to your customers or clients, and you really don’t want it to happen, right?
The other thing about Customer Experience is that it does not involve just one event, like a purchase, a reservation, it involves all the processes during the whole customer journey.
The customer experience begins the moment a person has a need or problem to solve and starts looking for the solution, mostly online, and the experience never ends!
Even if the person becomes your client, it is still on a journey, so make sure you don’t neglect them: their experience does not end because they have purchased.
Whether you sell products or services, if you have an online presence, then you have an ongoing touch-point with your customers and you have to make sure there are no weak points, because they can ruin even the best experience for ever.
Customer experience starts with the end in mind, and it can only be achieved by great design
Attention to details
There is no need to be obsessed with an unreachable perfection, but attention to details is crucial if you aim at excellence.
Empathy is probably the single most important human skill related to an amazing customer experience
In life and in business, being able to humbly accept other people’s feedback and opinions knowing that you can learn from everybody is very important.
On top of that, do not forget all the technology. An amazing customer experience is one that considers the human side of the relationship – one that is most often neglected, while taking care of the tech stuff that helps everybody, both you and your customers or clients, to live the most amazing experience with your business.