WHAT IS CUSTOMER EXPERIENCE?

Customer Experience (CX) is the interactions and experiences your customer has with your business throughout the customer journey.

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CX is an integral part of Customer Relationship Management (CRM). It is important because a customer with a positive experience with a business is likelier to become repeat and loyal customers.

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Oracle found that 74% of Senior Executives believe that customer experience impacts the willingness of a customer to be a loyal advocate:

• 74% - Customer experience impacts willingness to be loyal

• 60% - Customers have more power today than three years ago

• 59% - Customers switch brands due to a poor experience

• 40% - Customers are willing to pay for a better experience

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If you treat your customers poorly or ignore their customer service requests, they are more likely to stop doing business with you.

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Companies that deliver a superior customer experience outperform competitors.