Customer experiences (CX) can make or mar your business. Bad CX can cost your brand billions and a reputation that is completely tarnished. Improved customer experience can make your business thrive.
This emphasizes the growing relevance of positive and delightful customer experience for your business.
Last time, when I used an organized cab service and was mistakenly double-charged through both credit card and cash, it was surely a negative experience for me. My journey went back.
But to my delight, the service provider resolved the technical issue within a few minutes and I got the money back into my wallet for future use. Had the service provider not resolved my issue and that too in a timely fashion, I might have stopped hiring their cab services.
Be it customer service, product quality or just the way customers feel about the brands they have been using over time, customer experience stands above all.
Based on their experience, customers decide whether to continue doing business with a brand.