According to Gartner research, 89% Today's businesses try to create great customer experience to increase their competitive advantage. So what is customer experience and how can it help businesses enhance their brand?
What is customer experience?
The interaction process is divided into three parts: customer journey (Customer journey), customer touchpoints with the brand (the brand touchpoints the customer interacts with) and customer experience environments including digital environments (the environments the customer experiences).
One thing to note is that many people confuse customer experience and customer service (Customer service) are one. However, these two concepts need to be clearly understood and separated.
Customer experience is the emotion, rational/emotional assessment, and trust from consumers about a product in particular and the entire brand in general. Meanwhile, customer service is one of the tasks for businesses to approach and meet customer needs. It can be said that customer care is part of the customer experience.
At specific touchpoints, Customer service aims to support and resolve customer issues most effectively in the shortest time. At the same time, through this flexible interaction process, businesses can also orient customer experience more easily.
What is a good customer experience?
Whether or not the individual customer experience across all touchpoints meets their expectations, and to what extent, is the deciding factor in whether the overall customer experience is considered good or not.
This process is divided into three stages: before, during and after purchaseAt each stage, customer needs are different, so we also need different measures to ensure a complete, convenient experience and the highest level of satisfaction with the following notes.
