Customer eXperience (abbreviate CX ) is the overall experience that customers experience throughou. Their relationship with the company not just shopping, therefore, but an interaction/relationship that includes customer care. Support and interaction with the brand. . Never before has the experience been so strategic and differentiating for a company, so much so that today the Customer Experience has become a determining factor within Marketing strategies, including Digital Marketing.. For decades the mantra has been “the Customer is the King”. But only in recent times has this slogan been able to penetrate every aspect of the business. So much so as to make the Customer eXperience a real and its own “business discipline” to be governe strategies. Everything is currently focus on the customer and above all on the experience they live.
A Definition of Customer Experience
Many analysts argue that business China Phone Number success today depends primarily on how a company relates to its customers; people interact, communicate and spend money no longer following only the influence of advertising messages and marketing actions, but rather by virtue of the experiences they live in interacting with brands. After purchase. Therefore, not only the Marketing and Communication divisions are impacte but the whole company. From pre-sales to the Supply Chain. Think about how much delivery and packaging affect the experience of a product. Or the kindness and professionalism of the staff in the store, on the phone and in online chats.
These trends, which have already been underway for some time. Accelerated during the Coronavirus pandemic. Buying habits have change with e-Commerce which has had a real boom. Many have appreciate the benefits of online shopping for the first time and a profoun transformation is expecte for physical stores. According to the 2021 edition of the Global Customer Experience. Benchmarking Report he authoritative annual survey signed by NTT that examines the global progress of the CX, top management is increasingly involved in the changes taking place within the CX and the number of organizations with ‘well-advance’ or ‘comprehensive’ CX strategies more than doubled (71% globally – 68% in Europe), compared to 28% (including in Europe) in 2020. Efforts appear to be rewarded with 38% of consumers saying CX systems improved during the pandemic, although still 52% of CX experiences fail due to technological limitations.
