Impact of Customer Experience

CX stands for "customer experience," which refers to the overall perception that a customer has of their interactions with a company or brand, from their initial awareness of the brand to post-purchase evaluation. Customer experience encompasses all of the touchpoints and interactions a customer has with a company, including browsing products, purchasing, and receiving customer support.

CX is important because it directly affects customer satisfaction, loyalty, and advocacy. A positive customer experience can help a company stand out in a crowded market, increase customer retention and repeat business, and improve its reputation. On the other hand, a negative customer experience can lead to decreased customer satisfaction, loss of business, and damage to the company's reputation. In today's competitive business landscape, companies that prioritise customer experience can gain a significant advantage over those that don't.

For those who do not understand dutch, the above picture is a customer complaining about the non reachability, via telephone, mail and chat of an energy company feeling completely left alone and with a huge bill. He terminated his contract and immediately couldn't see his energy usage, which to this person was the proof that his decision was correct.

To my opinion CX should be at the heart of any company that delivers product of services, when a customer has options the impact of not delivering this experience could eventually lead to large customer loss.