Tag : Customer experience

The best way to define customer experience is as the impression you leave with your customer, resulting in how they think of your brand, across every stage of the customer journey. Multiple touchpoints factor into the customer experience, and these touchpoints occur on a cross-functional basis.

Customer experience implies customer involvement at different levels – such as rational, emotional, sensorial, physical. Customers respond diversely to direct and indirect contact with a company. Direct contact usually occurs when the purchase or use is initiated by the customer. Indirect contact often involves advertising, news reports, unplanned encounters with sales representatives, word-of-mouth recommendations or criticisms.

Customer experience encompasses every aspect of a company’s offering—the quality of customer care, but also advertising, packaging, product and service features, ease of use, and reliability.

Customer experience is of critical importance to the sustained growth of a business. It’s important to ensure a positive customer experience so customers build brand loyalty and affinity, evangelize your product or service and refer their friends, and leave you positive customer reviews that will help your business retain revenue and earn new customers.

Although few companies have zeroed in on customer experience, many have been trying to measure customer satisfaction and have plenty of data as a result. The problem is that measuring customer satisfaction does not tell anyone how to achieve it. Customer satisfaction is essentially the culmination of a series of customer experiences or, one could say, the net result of the good ones minus the bad ones. It occurs when the gap between customers’ expectations and their subsequent experiences has been closed. To understand how to achieve satisfaction, a company must deconstruct it into its component experiences. Because a great many customer experiences aren’t the direct consequence of the brand’s messages or the company’s actual offerings, a company’s reexamination of its initiatives and choices will not suffice. The customers themselves—that is, the full range and unvarnished reality of their prior experiences, and then the expectations, warm or harsh, those have conjured up—must be monitored and probed.


User Experience |

It has been nearly a quarter-century since commercial use of the Internet and the World Wide Web began. During this time, the business landscape has changed at a frantic pace. Large multinational corporations such as Google, Facebook, Amazon, Alibaba, eBay, and Uber have emerged as key players in our modern economy. Digital marketing extends beyond […]

User Experience |

Phygital marketing is an omnichannel marketing approach and it’s helping businesses to create seamless customer experiences. Phygital brings together both digital and real-life physical experiences to deliver superior, interactive, and immersive experiences at every touchpoint of the customer journey. Phygital marketing has proven to be a critical element for the survival of brick and mortar […]

Mobile technology |

Smartphones and mobile technology have changed the entire structure of digital marketing. These smartphones are equipped with tracking features that can provide the geographical location of a person with pinpoint accuracy. This incredible feature has changed the thinking of digital marketing. Large and small companies are increasingly using location-based marketing to reach their customers more […]

Sales funnel |

Conversational marketing is expected to grow in the year 2021. The ability to personalise communication between customers and brands can have a positive impact on customer relationships. This type of marketing has the potential to elevate customer experience exponentially. FAQs, forms, emails, chatbots, and the website interface allow marketers to have conversations with customers in […]

User Interface |

UI/UX defines a business’s success because it defines user satisfaction. Most visitors leave a website after 10-20 secs and most users abandon apps after a month of use. The common denominator in these statistics is poor UI/UX. When a company invests in good UI/UX design, they create a better user experience which enhances customer satisfaction […]

User Experience |

It is no longer sufficient for brands to sell a product; they need to sell an experience. Total-experience (TX), an intersection of customer, employee, and user experience, is a new concept that is anticipated to become a priority for tech and retail companies in the future.  According to Gartner, TX will become a key metric […]

Customer perception |

Business leaders recognise the importance of positive customer perception to build brand loyalty and gain a competitive advantage. With increasing competition, advancement in technology, and changing consumer trends, there is a greater need for marketers to encompass customer’s emotions when formulating marketing strategies. Positive customer perception plays an important role in the success story of […]

UX |

The definition of user experience (UX) is contentious. The term user experience is too broad and contains multiple dimensions. User experience takes different iterations even within the UX community. Multiple disciplines come under user experience such as interaction design, usability engineering, and information architecture. The term “user experience” was coined by Dr Donald Norman, a […]

Social media marketing |

In the era of social media, branding is an essential growth strategy for businesses to create sustainability in a very competitive space. For marketers, branding is a priority because it helps to raise awareness. The growth of social media as a prominent digital marketing channel means that companies are placing greater emphasis on creating a […]

Marketing strategy |

The shift in consumerism has compelled companies to take a closer look at their marketing approach. Companies are abandoning traditional marketing strategies that are either company driven, product-driven, or sales driven and embracing a more customer-centric approach. This has resulted in more companies putting customers at the heart of their business. Today’s companies are making […]

Machine Learning |

The digital revolution has been a disruptive trend for every industry, sector, and domain of business. Digital transformation has brought about fundamental changes in the business models of corporations of all sizes. Most importantly it has reshaped how businesses deliver value to their customers and interact with them. Digital transformation is driven by growth opportunities, […]

ROI |

There is a lot of value in retaining customers. Which is why enterprises dedicate so much energy and resources to keep their existing customers, along with acquiring new ones. Organisations that fail to recognise the importance of customer retention pay a hefty price in terms of lost revenue and profit margins. Studies of SaaS companies […]

Social CRM |

Customer Relationship Management is the combination of strategies, software, and processes, in order to manage all customer interactions. CRM services are important because it helps businesses build long-term customer relationships, increasing customer retention.  CRM tools and software help businesses to track and analyse all customer interactions, through various channels. These channels include websites, social media, […]