Customer Experience (CX) refers to the set of perceptions, emotions, and opinions that a customer undergoes throughout their entire interaction cycle with a company or brand. This experience spans from the initial contact with the company, often through advertising or the website, to the purchase of a product or service, the ongoing use of that product or service, and any subsequent interactions, such as customer service. Customer experience focuses on how a customer feels and relates to a brand at each point of contact.
A positive and satisfying customer experience is essential for business success, as it influences customer loyalty, word-of-mouth recommendations, and long-term retention. Here are some key elements that contribute to a good customer experience:
A good customer experience not only drives customer satisfaction but can also generate brand loyalty, positive word-of-mouth, and sustainable growth. Conversely, a poor customer experience can result in lost business, a damaged reputation, and negative reviews. Therefore, companies are increasingly focused on managing the customer experience as an integral part of their business strategies.
The Sales Glossary is a compendium of all the most commonly used terminology in sales strategy. Many of the concepts listed here are used when implementing a CRM system or a digital sales funnel, no matter if they are legacy systems or an online CRM. See also our blog that deals with sales techniques, marketing and sales culture.