Importance of Customer Experience
Customer experience is a significant part of marketing but it needs experimentation too because no one likes to be approached in the same manner always. Checkout why marketers must experiment with CX and also explore creative ways of doing so.
The customer experience (CX) is an important aspect of marketing strategies, as the customer is king, but the COVID-19 pandemic has forced businesses to reevaluate their customer experience initiatives with an aim to create an exceptional journey for every customer. Today, customer service is extremely important to customers. A report of Microsoft on the global state of customer service showcased that 61% of consumers have stopped doing business with a brand because of poor customer service.
customer experience was not always as important as it is today, that is the reason the period we are in is also referred to as the age of customers. Different things were important as per the perspective of the market at different periods of time, 1900’s was the period of manufacturers, followed by the period of distribution which roughly started n around the 1960s.
No, customer experience is not a new phenomenon, it existed from the time markets were born but was recognized somewhere around the 1950s. It was a period when manufacturing was in its initial stage of learning to deliver quality with a focus on the satisfaction of the customer needs. Customer experience has survived and evolved from the Pre-Industrial Revolution to the First Industrial Revolution and the Pre-Internet era to the Birth of the Internet till now. So let’s dive in to check what customer experience lies in its future and why it is a must to experiment with CX. 1990 marked the beginning of the age of information or age of technology and today we are in the age of customers where the customer-centric approach has become the secret behind the success of any business.
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https://www.martechcube.com/why-marketers-must-experiment-with-customer-experience/
Published on April 14, 2021
Published by Martech Cube
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