Customer experience

Frequently Asked Questions

• What does the term customer experience mean?

  Customer experience (or CX) refers to all interactions between a customer and a company. It includes both the experience related to the technical side, as well as, for example, experiences related to contact with a representative of a given brand, i.e. customer service.

• What is the relationship between customer experience and customer engagement?

  Customer experience refers to the overall perception a customer has of a company and its products/services. It encompasses every interaction, from the initial purchase to post-sale support. Customer engagement refers to the level of involvement a customer has with a company, including active participation in the brand's offerings, such as providing feedback, sharing experiences, and being part of the community. The relationship between customer experience and customer engagement is that a positive customer experience often leads to higher levels of customer engagement.

• What are the pillars of customer experience?

  There are six main pillars of the customer experience. The first is personalization, that is, focusing on the customer to create an emotional bond with him. The second pillar is honesty, which is based on mutual trust and credibility. The third pillar is expectations. The point here is to be aware of what customers expect and what to do to exceed them. Another foundation is taking responsibility for finding a solution to the problem. The next point is the ability to simplify customer service as much as possible, which the customer should spend as little time and effort as possible. The last pillar is empathy, i.e. creating individual relationships with clients based on the context of the situation.

• How to improve customer experience?

  To improve the customer experience, the first thing you need to do is understand the customer, put yourself in their shoes and ask yourself: what can we improve? An equally important point is excellent customer service, which will allow you to efficiently solve customer problems, and also give you the opportunity to listen to them in real time. Relying on regular customer feedback is a way to improve your customer experience.

• What is the job title for customer experience?

  The job title for customer experience can vary depending on the organization and industry. Some common job titles for roles related to customer experience include Customer Experience Manager, Customer Success Manager, Customer Service Representative, and User Experience Designer. These job titles reflect the different aspects of managing and improving the overall experience for customers, whether it's through direct interaction, user interface design, or overall strategy. It's important to consider the specific responsibilities and requirements of the role when determining the most appropriate job title.