What Is CX?

What is CX? It’s when your customers feel when they work with you

It’s what your customers go through when buying from or working with you.

. . .How you make them feel.

. . .How your products or services help them.

. . .And how you follow up afterwards.

CX even encompasses your customer’s experience when seeing, hearing, or interacting with your marketing — such as online ads, brand reviews, or viewing your website.

You want your customers to buy from you, but you also want them to trust, respect, and support you. The way to do that is through great management of your CX.

So let’s break down what CX really is and where it happens.

The Four Segments of CX

Customer experience can largely be broken up into four main parts: consideration, investigation, buying and aftercare. These components are closely connected to your branding and marketing message, as well as customer support.

Consideration

Your customer is thinking about buying and begins thinking about a shortlist of candidates. Your marketing, branding and positioning will help you to get onto this shortlist.