Customer experience (CX) is taking a new shape as interactions between businesses and customers have largely migrated to the internet as a response to COVID-19.
This shift is causing customers to prioritize positive, seamless, and often contactless experiences over other attributes such as brand, price, and product quality. According to Forbes Insights, 74% of shoppers say that CX is the key factor when deciding whether or not to buy from a company.
Commerce in a coronavirus world is causing consumers to rethink how they define an enjoyable, seamless brand experience. Let’s take a look at 20 definitions that reflect the current state of the customer experience ecosystem.
Definition #1. CX is how customer expectations overlap with the actual experiences they get when interacting with a company.
Definition #2. CX is the opinion people form about the organization’s commitment to a customer-centric strategy based on their interactions with it.
Definition #3. CX reflects how retail companies care about their clients’ physical well-being without sacrificing the overall perceptions of the customer journey.
Definition #4. CX is a multitude of alternatives that are readily available when the options to examine a product in-store are limited due to disease prevention measures.
Definition #5. CX is the fundamental brand differentiator that increasingly eclipses price and product factors.
Definition #6. CX is a catalyst for intertwining the customer journey with virtual reality (VR) and augmented reality (AR) technologies.
Definition #7. CX is a “snowball” of satisfactory experiences that grows as you build relationships with clients through communication, trust, loyalty, and recommendations.
Definition #8. CX is what bridges the gap between customers and the result they anticipate from dealing with your company.
Definition #9. CX is a combination of your brand’s efforts to attract new customers while also making existing ones feel special.
Definition #10. CX is an element of business philosophy geared toward minimizing trial and error when a user is choosing a product.
Definition #11. CX provides security mechanisms to protect clients’ sensitive data against cyber threats that have escalated amid the healthcare crisis.
Definition #12. CX is a fusion of positive and negative impressions a person gets while using a product or service.
Definition #13. CX is how a company engages with its clients throughout the buying cycle, from advertising to sales, to after-sales service.
Definition #14. CX is the ability to undertake a full-blown buying journey using a smartphone. A recent study shows that 53% of customers who make daily purchases online use their smartphones to do it.
Definition #15. CX is the sum-total of all contact points between your organization and customers.
Definition #16. CX is what a company does to follow through with its marketing claims.
Definition #17. CX is a process of turning someone who has never heard of your brand into a loyal customer who gladly recommends it to their friends.
Definition #18. CX is a mix of traditional customer communication channels and self-service options such as tutorials, FAQs, and chatbots backed by machine learning.
Definition #19. CX resembles a strong and healthy partnership, where positive early customer experiences play a major role in nurturing long-term relationships.
Definition #20. CX is how effectively businesses provide customers with intuitive self-service options.
A PwC report says a single bad experience is enough to discourage 32% of customers from doing business with a favorite brand. When the expectations bar is set so high, the right time for companies to rethink and step up their CX strategy is now.
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