You have come across the term ‘customer experience’ every now and then but do you really know what that experience is? Well, it is merely a perception that a customer has about your brand or product.
In your opinion, your brand and customer experience may be one thing together but if the customer perceives it to be different, then that is what customer experience is.
You may be under the impression that your products and services are the best and you give the best customer experience but when a customer receives a faulty product or services, then their perception towards you and your organization changes, which becomes the real thing.
Thus, creating a good customer experience strategy is one of the most important things to do for a company. Improving the existing customer experience has the ability to reflect in the company’s revenues. The CX index is a way of measurement to quantify things like service quality, sales, and loyalty.