Today, customer experience (CX) is about so much more than straight-up service, polite cashiers, hold times, or the number of business days it takes for a product to arrive in the mail. CX involves feelings, emotions, and encompasses your customers’ entire journey - from the moment they step foot in a store or visit a website until the moment they purchase from your again, tweet a positive shout-out, or, on the flip side, reach out with an issue. In today’s digital world, companies have to master the complete CX journey in order to gain long-term customer loyalty and satisfaction. Why? CX is quickly becoming one of the biggest influences on consumer
purchasing behavior. The price of goods and services matter less and less; now, it’s all about the experience you deliver.
To start improving CX, you need to have a good understanding of where things stand right now. How do customers feel when they come in contact with your brand? Is it easy for them to connect, ask questions, and get information in their preferred way? Customers expect a lot, which means the level of service your business provides must rise accordingly. Chances are you’re not focused enough on your customer experience. Or, maybe you are, but you need to re-strategize and come up with ways to make it even better.
Let’s go over five ways to up your CX game, starting right now.