What is Customer Experience (CX)?
Benefits of Customer Experience
Increase conversion rate
When customers have great experiences while using products/services, they will have a more positive view of the business. Thanks to that, the business’s sales opportunities increase. At the same time, the rate of potential customers will be converted to official customers who buy/use the business.
Increase brand recognition
In addition to product quality, great experience helps customers leave positive reviews for the business. From there, your brand will be known and trusted by more people.
Retain customers
If they experience optimal service, the percentage of old customers who stay with the business is very high. Customer Experience plays a role in increasing customer loyalty and retention. Thanks to that, they will continue to use the business’s services or products.
Brings satisfaction
Customer Experience brings exciting and new experiences, creating absolute satisfaction for customers. Thanks to that, they will evaluate the business’s products/services more highly and will even come back to use it again.
How to measure Customer Experience
Net Promoter Score (NPS):
A widely used metric to measure customer loyalty and assess the likelihood of customers recommending a brand to others.
Customer Satisfaction Score (CSAT):
Measures customer satisfaction by collecting feedback on specific interactions or experiences with a brand.
Customer Effort Score (CES):
Measures the ease with which customers can complete specific tasks or solve problems when interacting with a brand.
Qualitative feedback:
Gather insights through surveys, interviews, and social listening. Understand customer psychology, weaknesses and suggestions for improvement
