What is Customer Experience? A Complete Guide

Understanding what customer experience (CX) is, why it’s important, how to measure CX and how to create a great customer experience for your customers.

Customer Experience

FAQs

Check out the customer experience FAQs if you’re short on time or are looking for a quick cheat sheet on the topic.

What is customer experience?

Customer experience is the outcome of every interaction and touchpoint a customer has with your business, from speaking with customer service and visiting your store, to visiting the website and how they feel about their purchase.

Why is customer experience important?

A positive customer experience is critical to the growth of any business. A good customer experience helps retain customers, drives brand loyalty and increases customer lifetime value.

How do you measure customer experience?

There are six types of CX metrics, which can be used separately or together. A business can use the ones that apply to their business model. The six CX metrics are:

  • Net promoter score (NPS)
  • Customer effort score (CES)
  • Customer satisfaction (CSAT)
  • Time to resolution
  • Churn rate
  • Conversion rate
What makes a good digital customer experience?

In order to create a good customer experience, you have to understand the entire journey a customer takes. Most businesses create a customer journey map to understand every touchpoint. When you’re aware of the interactions, you can focus on how to make each touchpoint a positive experience for the customer.