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The full form of CX is Customer Experience. It refers to how a business or brand engages with its customers at every stage of the purchasing journey. For this, it includes everything starting from marketing and sales to customer service. In today’s world where consumer expectations are always on a rollercoaster, businesses around the world are constantly optimizing and enhancing their CX to appear as a better option for consumers.
Also Read: What is the Full Form of CRE?
What is the Significance of Customer Experience?
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In today’s ever-challenging world, investing in customer experience holds great significance.
- Brand loyalty: A positive consumer experience can foster a sense of loyalty among consumers and encourage them to purchase from that particular brand repeatedly.
- Emotional connection: It can build a strong connection with the brand and its customers.
- Competitive advantage: A strong and positive CX can gain a competitive advantage in the market.
- Customer retention: Building a loyal customer base also leads to customer retention and an increase in repeat business.
Also Read: What is the full form of CSM?
What is Bad CX?
A negative customer experience can leave your customers feeling unhappy or disappointed. This further leads to them feeling undervalued or disappointed. It can be caused due to numerous reasons such as:
- Inefficiency marketing
- Unsatisfactory customer service
- Products that do not fulfill expectations
- Websites with challenging navigation
What is a CX Strategy?
As the name suggests, a CX strategy lays down a comprehensive plan required to achieve a positive and valuable customer experience (CX). It is a structured approach aimed at delivering positive experiences to customers that align with the brand’s overall values and customer expectations.
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