Designing a customer experience (CX) strategy is critical to your company’s success. In fact, a Gartner study found that 81% of organizations compete based on the quality of the customer experience they provide.
According to Zendesk’s CX Trends Report 2023 , 77% of business leaders agree that increased personalization improves customer retention (and 66% believe it reduces acquisition costs).
Defining and implementing a japan whatsapp number list customer experience strategy, taking advantage of the trends of 2023, will offer your company a competitive advantage in the market, in addition to helping you retain your customers.
In this article you will learn:
What is CX or Customer Experience?
What are the pillars of a customer experience strategy?
5 tips for your customer experience (CX) strategy
What are the customer experience indicators?
What is CX or Customer Experience?
Also known as customer experience in Spanish, Customer Experience (CX) refers to the set of perceptions and emotions generated by each interaction that a customer has with a product or service and with a brand's solutions and messages.
According to Dave Dyson, Senior Customer Service Representative at Zendesk, “Customer experience involves all the ways a person interacts with a company, (…) including the marketing materials they see before becoming a customer, the sales experience, the quality of the product or service itself.”
If you want to go beyond the question “what is CX”, read: Why invest in customer experience?
What are the pillars of a customer experience strategy?
Once you know what CX is, it's helpful to understand what makes a customer experience memorable.
KPMG's Customer Experience Center has defined a methodology that allows analyzing and evaluating the consumer experience based on the following 6 pillars: