Customer Experience

Customer Experience (CX) refers to the overall perception and feelings a customer has when interacting with a brand or company throughout the entire customer journey. This encompasses every touchpoint, including awareness, purchasing, use of the product or service, customer support, and feedback. CX is shaped by the quality of the interactions, the ease of engagement, the emotional connection, and the fulfillment of customer needs and expectations. A positive customer experience can lead to increased customer loyalty, repeat business, and advocacy, while a negative experience can result in customer dissatisfaction and loss. Effective management of customer experience involves understanding customer feedback, preferences, and behaviors to enhance their interactions and satisfaction with the brand.