Customer Experience
The overall perception customers have of all their interactions with a company.
Category
Customer Experience
Full Definition
Customer Experience (CX) encompasses every interaction a customer has with your company β from initial awareness through purchase, use, and beyond. It's the sum total of all touchpoints and the emotional response they create.
CX vs. Customer Service: Customer service is a component of CX, but CX is broader: - Customer Service: Reactive support when issues arise - Customer Experience: Proactive design of all interactions
Why CX Matters: - 86% of buyers will pay more for better experiences - CX leaders outperform laggards on the stock market - Acquiring new customers costs 5-25x more than retaining existing ones - Customers who have good experiences spend 140% more
Common Use Cases
Real-World Examples
Scenario
A customer researches a product on mobile, visits a store to try it, buys online for free shipping, and returns to store for pickup. Each transition is seamless.
Outcome
The integrated experience creates a "wow" moment. Customer becomes a repeat buyer and brand advocate, spending 3x more annually.
Scenario
A patient's experience includes: confusing website, 20-minute hold to book, long wait in lobby, rushed doctor visit, but a friendly nurse who remembered their name.
Outcome
Despite the good nurse interaction (customer service), overall CX is poor. Patient switches providers for their next checkup.
Scenario
A subscription box company tracks the full CX: unboxing excitement, product quality, support responsiveness, and community engagement.
Outcome
They discover unboxing is 10/10 but community feels dead. They invest in community features. Retention improves 25%.
Related Terms
Customer Journey
The complete path a customer takes from first awareness through purchase and ongoing relationship.
Touchpoint
Any point of interaction between a customer and your company.
Net Promoter Score (NPS)
A metric measuring customer loyalty based on likelihood to recommend your business to others.
Voice of Customer (VoC)
A methodology for capturing and analyzing customer feedback, expectations, and preferences.