Understanding your customer’s perception of your business is essential to serving them well and building brand loyalty. Most of this perception stems from their cumulative experience with your brand, online and otherwise.
Customer experience (CX) is derived from multiple sources – the ease or difficulty of using a website, making a purchase online, messaging in your digital campaign, using a Chatbot or talking with a customer service rep. It also includes social channel engagement and anecdotal details gleaned from reviews and personal contacts.
Every interaction adds up to support or diminish your brand success.