“If you build a great experience, customers tell each other about that. Word of mouth is very powerful.” – Jeff Bezos
Customer experience (CX) is the cumulative impact of every touch-point throughout the customer journey.
With new technology and social media, we now have more ways than ever before to interact with customers. This means, infinite opportunities to impress them – or disappoint them. CX isn’t just about the customer’s experience in the moment; it’s about how these touch-points fit into the context of the customer’s end-to-end journey with a brand.
Great customer experience comes down to three things:
- Understanding your customers
- Anticipating their needs before they even know it
- Solving their problems in a friction-less way
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