Customer experience is the sum of all the experiences in all touch points that a customer has with a company or their product (service). All touchpoints and interactions are affecting the customer’s buying decision across the entire customer journey, and therefore companies tend to spend a lot of attention on how their brand is viewed and how it interacts with the potential customer.
Companies that pay attention to their customers tend to have a positive or better customer experience, which leads to brand loyalty and satisfaction.
Customer experience is a topic which gained a lot of attention lately, mostly in the digital world – User experience (UX). Why? Because people and companies are becoming more and more digital. However, only the digital tools that are used are the ones that are well-designed and easy to use. In other words, the experience is pleasant for the user/customer.
And companies know that people tend to spend more money on the products and services that solve problems for people, and at the same time, the customer experience connected to it is pleasant.
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