The interactions that customers have with brands are what form both their opinions of the brand and the customer experience offered by that brand. A brand’s customer experience is what can make or break a customer’s decision to purchase from a brand. As mentioned, it begins with interactions with a brand, which today, no longer has to be in-store or in-person. Now more than ever, customers become aware of a brand online, which means any sort of advertisement or indirect exposure that a customer has to a brand is what sparks the customer experience. Assuming an organization catches the attention of a customer via these advertisements, it’s up to them to then guide the customer toward a purchase. This guidance, and what a brand does to make it special and memorable, is what will determine how a customer feels about the brand. That said, anyone who encounters a brand, service and/or product has a customer experience, even if it doesn’t end in a sale. Additionally, this customer experience doesn’t just refer to a business-to-customer relationship — it can also refer to business-to-business relationships. There are several components to a good customer experience. Some of the most important considerations include speed, consistency, responsiveness, transparency, personalization, and fulfillment. These certainly aren’t the only factors that drive customer experience though. If you were hoping to learn more about those, take some time to review the infographic that’s displayed alongside this post for additional information.
How CX Can Combat Customer Churn an infographic provided by BillingPlatform, a company specializing in revenue recognition software