Customer experience: what it is and why it matters
Tools & Resources
Key Learnings
- Customer experience and customer service are two different things
- Done right, it helps businesses to enable repeat sales
- The customer experience is the overall perception of your brand, from start to finish
- Look at your business through the lenses of your customers
- Seek feedback from your customers, identify overall trends
The quality of your customer experience is a vital ingredient of business success. But what exactly is it? And why is it so important to your business?
This short guide will give you some key pointers on customer experience.
What is customer experience?
Customer experience is the overall brand perception held by your customers. It is an accumulation of every touchpoint they have experienced with your company – from navigating your website to visiting your physical storefront or interacting with your customer service staff.
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