What is Customer Experience and Why Does It Matter?
Customer experience is one of the top key differentiators for businesses today. Creating rich experiences time and again will significantly drive revenue and increase customer loyalty and retention.
Yet, many companies measure their Net Promoter Score (NPS) and think that one metric comprises an entire strategic CX program when NPS is just one small part.
In this guide we discuss
- How to start, build upon, or completely refresh a customer experience program
- How to track how your customers are engaging with products and services, but why they spend with your company versus the competition (or vice versa)
- Assess the current experience offered to your customers and spot where the opportunities are to improve
Satisfying the needs of the part of the brain that craves experiences should be the cornerstone of customer experience in modern business, no matter what industry you’re in or who your customers are. Human beings are driven by emotion, and it makes sense for businesses to cater to that.
Whether you’re in marketing, sales, product development, or customer service, this e-book will go into detail about how intangible yet memorable experiences are the key to modern business success.