What is Consumer Experience?
Customer experience, or CX, encompasses perceptions and interactions with an organization throughout the relationship. It includes purchasing and service, as well as digital interfaces.
Customer experience is the set of experiences a customer has with a brand during the time in which there is a service relationship. The better the customer experience, the greater the likelihood of increasing customer retention, generating new leads, increasing the average ticket, etc.
Nowadays it can be said that a brand’s ability to deliver a good experience to its customers constitutes in itself a competitive advantage
Measuring customer experience requires more than a metric like “customer satisfaction: positive.”
As the owner or manager of a brand’s customer experience, you need to dig deeper and establish KPIs (key performance indicators) that help you determine how each point of interaction between your brand and the customer contributes to the overall experience of your product or service.
