CX or Customer experience refers to the feelings and behaviors that a consumer feels throughout the entire consumption cycle (pre-purchase, sale, and post-purchase). These feelings and behaviors can be positive or negative and are determined by a variety of factors. In order to create a positive CX, companies should focus on consumer wants and needs, the ease and mobility of their website, and the degree to which they understand their customer.
Factors that cause your consumer experience to be considered as negative include difficult-to-navigate websites, products that don't meet consumer needs, poor customer service, and irrelevant marketing that doesn't understand the customer.
So how can your business create a positive customer experience?
1. Put your customer first- When making decisions about your website, products, or marketing, always ask yourself how it will fulfill the customers' wants and needs. Ask yourself, will it make their life easier, more enjoyable, or productive?
2. Make sure your website is easy to navigate-The layout should be simple and organized. Your website wording and details should be easy to follow and product accessibility shouldn't be confusing.
3. Make your marketing relevant- Make sure the content is interesting and useful to them.
4. Offer great customer service- Respond quickly to inquiries and complaints, be polite and helpful, and ensure customer privacy.
By making these little changes or improving upon your customer experience tactics your company will benefit greatly. Having happy customers will welcome more business and sales.