{"id":208,"date":"2022-03-23T13:42:03","date_gmt":"2022-03-23T13:42:03","guid":{"rendered":"https:\/\/aliothwp-light.pethemes.com\/?p=208"},"modified":"2022-12-04T12:15:09","modified_gmt":"2022-12-04T12:15:09","slug":"article-importance-of-customer-experience","status":"publish","type":"post","link":"https:\/\/mediajenie.com\/category\/article-importance-of-customer-experience\/","title":{"rendered":"Importance of customer experience"},"content":{"rendered":"\n

What is CX?<\/strong><\/h4>\n\n\n\n

When we say \u201cexperiences,\u201d most people think about \u201cuser experience\/ UX\u201d or \u201cmarketing\u201d. These are just parts of the larger \u201cCX\u201d of a brand. Customer Experience is the sum total of perceptions & feelings resulting from interacting with a brand through various touch points. 
<\/p>\n\n\n\n

For any business, \u201ccustomer experience\u201d is spread across 10 pillars.<\/p>\n\n\n\n

    \n
  1. Marketing<\/li>\n\n\n\n
  2. Communication (internal\/ external)<\/li>\n\n\n\n
  3. Digital assets (websites\/ e-com\/ mobile apps\/ instore apps etc)<\/li>\n\n\n\n
  4. Content<\/li>\n\n\n\n
  5. Purchase points<\/li>\n\n\n\n
  6. Delivery<\/li>\n\n\n\n
  7. Usage<\/li>\n\n\n\n
  8. Service<\/li>\n\n\n\n
  9. Support<\/li>\n\n\n\n
  10. Middle and back-office processes (that drive all the points above)<\/li>\n<\/ol>\n\n\n\n

    What is CX & Why is it important?<\/strong><\/h4>\n\n\n\n

    Most companies focus on sales and growth. What they forget is that \u201csales & growth\u201d are outcomes of great customer experiences. If your customers are not having great experiences with your brand, they are not going to buy, or stay with you. Today every product or service is getting commoditized. The only differentiation that can help a brand grow will be \u201cexperience\u201d.<\/p>\n\n\n\n

    To achieve this, brands need to focus on having a holistic view of customer experience and strive to deliver this across all pillars.<\/p>\n\n\n\n

    For example, your website may have a brilliant user experience. But the marketing message to the potential customer may not be in-sync with the emotion or experience you are striving to achieve. Or after a great web experience, the purchase or usage of your product may be mediocre.<\/p>\n\n\n\n

    <\/p>\n\n\n\n

    To deliver a consistent, synchronised, and positive experience across these points, you must have:<\/p>\n\n\n\n

      \n
    1. A CX strategy in place<\/li>\n\n\n\n
    2. Design & implement various CX ideas<\/li>\n\n\n\n
    3. Monitor\/ track\/ measure <\/li>\n\n\n\n
    4. Improve overall CX. <\/li>\n\n\n\n
    5. Repeat the process<\/li>\n<\/ol>\n\n\n\n

      To sum-it-up, if you are trying to grow your brand and sales, its time to focus on delivering great experiences to your customers, across all points of your business. <\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

      When products, services and technology are being commoditized, how is your brand going to differentiate and grow? In this blog we present the concept of “CX – Customer Experience” and its importance…<\/p>\n","protected":false},"author":1,"featured_media":1907,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16],"tags":[],"class_list":["post-208","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"_links":{"self":[{"href":"https:\/\/mediajenie.com\/category\/wp-json\/wp\/v2\/posts\/208","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mediajenie.com\/category\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mediajenie.com\/category\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mediajenie.com\/category\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/mediajenie.com\/category\/wp-json\/wp\/v2\/comments?post=208"}],"version-history":[{"count":0,"href":"https:\/\/mediajenie.com\/category\/wp-json\/wp\/v2\/posts\/208\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mediajenie.com\/category\/wp-json\/wp\/v2\/media\/1907"}],"wp:attachment":[{"href":"https:\/\/mediajenie.com\/category\/wp-json\/wp\/v2\/media?parent=208"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mediajenie.com\/category\/wp-json\/wp\/v2\/categories?post=208"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mediajenie.com\/category\/wp-json\/wp\/v2\/tags?post=208"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}