Customer Experience, or CX, is the entire journey your customer takes with your product and company from start to finish. CX includes how you care for your customers, respond to their needs and assist them through every aspect of your company.
While there are key "touch points," such as how someone finds your company (whether it’s online or through friends) that can mean the difference between happy and unhappy customers, these can paint an incomplete picture. Focusing more holistically on CX and the cumulative experience a customer has with your brand, including customer service, may help you identify things that are holding your company back.
This term encompasses your customers’ interactions with your service team, self-help information, community forums and any other tools you use to provide support. The customer service experience includes how easy or difficult it was to get help, how the support conversation went and whether the customer’s problem was solved.
Your brand’s online customer experience includes all the touchpoints your clients have with your web presence. Some things that influence this experience include:
The best of the best procedures, protocols, and policies at a company. They’re the steps you take and repeat and refine until you’re able to get consistently excellent results.