Customer experience (CX) is the entirety of impressions that a person collects during all phases of their interactions with a company. These impressions can arise when buying a product, using a service, or contacting customer service. The concept of customer experience is central to companies that aim to build long-term customer relationships and strengthen their brand reputation.
What is customer experience?
Customer experience (CX) refers to the way companies interact with their customers in all aspects of the shopping experience — including initial contact, all marketing activities, sales, product and service qualities, customer service and those moments in between.
How do you measure customer experience?
There are a number of standardized procedures and so-called KPIs (key performance indicators) to measure customer satisfaction. The most frequently used methods include the Net Promoter Score (NPS), the Customer Effort Score (CES), and the Customer Satisfaction Score (CSAT).
