Businesses, whether online via e-commerce or in the physical space, are always dealing with human beings. People are who we sell to, who we deliver products to, and who we provide service to. The human element of business has always made developing relationships with customers essential, just as real estate agents have always strived to make empty homes on the market feel more welcoming (using tricks like baking cookies).
What is customer experience?
While the increasingly virtual nature of business has spain whatsapp number data reduced face-to-face contact with customers, it’s critical to remember that people are still people when they interact with your company through their laptop screen.
Simply put, customer experience is the sum total of everything that goes through a customer’s mind during their interaction with your company. It’s not about any stage of business, just about buying a product or using it. Instead, every moment a customer’s attention is on your brand in some way is part of their experience.
Customer experience (or CX) is then a big concept with a lot of complexity. There are many different ways a customer interacts with a company and many types of potential reactions.
To start with an offline example, think about someone walking into a store at the mall. Maybe it’s a clothing store like Gap or Banana Republic. What the customer looks at first is part of their experience, as is what they hear and smell. They start looking for the section relevant to them – is it clearly labeled or not, leaving them feeling confused. How do employees give them directions?
This description could go on and on because people have they work and when to use complex thoughts and emotions while doing anything, even buying jeans.
After all, customer reactions are just as rich and complex malaysia data when they buy jeans online in an e-commerce model. Every moment a person spends on a website, or on a brand’s social media, is a moment they think, feel and interpret.
Thinking about customer experience
The experience they are left with is one that will determine not only whether they return to your website, but also whether they leave a glowing or disparaging review, recommend it to their friends, or make fun of the strange web design.
The goal of customer experience is to create positive experiences that make a person want to return to your site. Ultimately, it’s all about building customer loyalty .