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WHAT IS CUSTOMER EXPERIENCE?

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

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.

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

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

Companies that deliver a superior customer experience outperform competitors.

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