How does customer experience (CX) impact sales?
CX extends across the entire sales process—from website searches to browsing ecommerce sites to various digital customer service channels to in-store experiences (to name a few).
It’s easier than ever to take your business elsewhere. Therefore, providing a great experience during every customer interaction is mandatory to get a customer to purchase, repurchase, and stay loyal.
Remember, customer experience is based on customer perceptions, and perceptions equate to money spent—with you or with your competitors. Through engaging, thoughtful, customer-focused marketing campaigns. In other words, companies need to focus on what their customers care about, and they need to access the data that tells them what their customers care about. From research to purchase, customer journeys need to be efficient and effective. Customer service must be comprehensive, flexible, and faultless.
Remember, customer experience is based on customer perception, and perceptions equate to money spent—with you or with your competitors. Positive perceptions lead specifically to increased customer loyalty, retention, and, ultimately, customer advocacy. These all, in turn, have a quantifiable financial outcome. All parts of the customer experience matter.