The interactions that customers have with brands is what creates and forms their customer experience with a brand over time. These interactions are what drive customers to act in a particular way, such as whether or not they’ll purchase a good or service. What many brands fail to realize, however, is that this customer experience actually begins prior to a customer ever directly coming into contact with their brand. The customer experience begins immediately when a customer is made aware of the brand, whether good or bad. Obviously the former would drive a customer toward doing business with a brand, but the latter may stop a brand from ever getting a chance to interact with a customer. That’s why prioritizing every step of the customer experience is so important. There are several components to a good customer experience. Some of the most important considerations include speed, consistency, responsiveness, transparency, personalization, and fulfillment. For more information about the ways in which customer experience can influence how businesses conduct themselves, check out the resource highlighted alongside this post.
How CX Can Combat Customer Churn an infographic provided by BillingPlatform, a company specializing in a premier enterprise billing solution