customer-experience

Vocabulary Word

Definition

'Customer experience' (often abbreviated as CX) means the impressions you leave with your customer, resulting from how they interact with your brand across all stages and touchpoints of the buying process.

Examples in Different Contexts

In online shopping, 'customer experience' encompasses the ease of navigating a website, the simplicity of the checkout process, and the quality of customer service. An e-commerce manager might explain, 'Our goal is to optimize the customer experience to boost repeat business and positive reviews.'

Practice Scenarios

Marketing

Scenario:

Our competitor's rebranding seems to have garnered a lot of positive response. We should consider measures to strengthen our brand positioning.

Response:

We could focus on improving every touchpoint in the customer experience with our brand. That could make us stand out from our competitors.

Customer Service

Scenario:

There's an uptick in customer complaints about delays in service. How can we regain our customer's trust and ensure smooth service delivery?

Response:

By addressing complaints promptly and enhancing our customer experience, we can potentially turn these customers into our most loyal ones.