Customer Experience
The total impression a customer has of your brand based on all interactions throughout the buyer's journey, from initial discovery and purchase to post-purchase support.
What Is It
Customer experience (CX) encompasses every interaction a customer has with a business — from marketing to sales to support and beyond. It reflects how customers feel about the brand.
Why It’s Important
Strong customer experience drives loyalty, referrals, and lifetime value. Poor experience increases churn and damages reputation.
Best Practices
Map the customer journey
Remove friction points
Train employees on empathy
Measure satisfaction continuously
Design experiences intentionally
Key Insights
Experience differentiates more than features
Consistency builds trust
Emotion drives loyalty