Customer Experience (CX) refers to how a person feels about his experience interacting with your brand. Good CX is about providing a valuable, easy-to-use and delightful experience for every customer.
Customer Experience is the sum of customer perceptions and emotions resulting from interacting with a brand’s products and services. In fact, this concept can exist throughout life of customer relationships with any commercial brand. Beginning of this experience is before the purchase, continuation of active use and progress to renew or repeat the purchase.
Customer experience includes all customer touch points with a business brand. Examples of customer touch points with a business include opening the product package, reading the instruction manual, speaking with customer service, repairing the product, and exchanging the product for a different model.
In every relationship with a business, customers experience different feelings and emotions. This makes them able to feel and judge. Emotions can range from happiness to disinterest to disappointment with that brand. These judgments can be positive, such as finding the business brand helpful when guiding customers, or be negative, including the brand’s incompetence in customer service.
