{"id":2515,"date":"2023-06-07T10:00:00","date_gmt":"2023-06-07T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/what-is-customer-experience\/"},"modified":"2026-08-06T10:29:58","modified_gmt":"2026-08-06T10:29:58","slug":"what-is-customer-experience","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/what-is-customer-experience\/","title":{"rendered":"What Is Customer Experience?"},"content":{"rendered":"
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What is customer experience (CX)? In short, the customer experience encompasses every interaction a brand has with its customers. It is a composite of every human or non-human way you encounter the brand and how those shape your perception of a business.<\/p>\n

Delivering a great customer experience paves the way for business success. Satisfied customers who promote your brand to their friends, family, and peers are invaluable. Moreover, if you deliver a stellar customer experience and you\u2019ll generate loyal brand advocates who share their experience with the world.<\/p>\n

This amounts to free advertising, and word-of-mouth promotion is the best type of advertising there is. Survey data from Nielsen shines some light on this often-misunderstood concept. Consider this: 83% of consumers trust product and brand recommendations from personal acquaintances more than any other type of promotion. You get there by focusing heavily on customer experience.<\/p>\n

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What is<\/em> customer experience exactly?<\/h2>\n

Unfortunately, there is no official definition of \u201ccustomer experience.\u201d But we can give you the SmartKarrot definition\u2026<\/p>\n

Aside from what we mentioned above, the customer experience encompasses everything that influences your perception of a brand. Every touchpoint, every phone call, every email, every support call, even the aesthetic quality of your logo.<\/p>\n

It is a holistic, all-encompassing combination of all the above, although you likely ascertained that from the name itself. There are many variables involved in CX; it\u2019s a more complicated and important concept than many people realize.<\/p>\n

It defines your business success or lack thereof. That\u2019s why delivering great customer experience is so important. This begs the question: How do<\/em> you deliver a great customer experience?<\/p>\n

Below we delve into the topic to unpack it by answering four common questions. The answers to these questions will help explain what CX is, what it does, and how to deliver a great one. Here are those four questions:<\/p>\n

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  1. Why is CX important for your business?<\/li>\n
  2. How do I evaluate customer experience?<\/li>\n
  3. How do I improve customer experience?<\/li>\n
  4. What is customer experience management?<\/li>\n
  5. What causes a bad customer experience?<\/li>\n
  6. What is the difference between customer experience and customer service?<\/li>\n
  7. Impact of Bad Customer Experiences<\/li>\n<\/ol>\n
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    Why is Customer Experience (CX) important for your business?<\/h2>\n

    For any given business, delivering a stellar customer experience is crucial. The better is the experience the customers have, the higher will be the repeat sales, positive reviews and frictionless customer journey. In fact, 74% of the senior executives state that CX impacts the willingness of a customer to be a loyal brand advocate. If you want your customers to stick around with you, you will have to dig into their experience.<\/p>\n

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    Your business strives on the love and support of your customers. When it is suggested to delve and invest into their experience, guess that makes sense. As per a recent Customer Management IQ survey, 75% of the CX leaders rate customer experience a perfect \u20185\u2019 on a 1-5 scale.<\/p>\n

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    How to evaluate customer experience<\/h2>\n

    There are many ways to measure the quality of the customer experience you deliver. <\/strong>Let\u2019s dive in.<\/p>\n

    Evaluate customer satisfaction survey results<\/h3>\n

    Use customer satisfaction surveys periodically\u2014particularly after meaningful moments throughout the customer journey. Responses will provide actionable insight into your customers\u2019 experience interacting with your brand.<\/p>\n

    An indirect way to gauge customer experience quality is the Net Promoter Score\u00a0(NPS). NPS measures how likely your customers are to promote your brand or product to their friends, family, and colleagues. NPS is actually intended to measure customer satisfaction. But customer experience largely determines satisfaction levels and can indicate the quality of CX. To evaluate and track your customer experience, the CX leaders have relied on the four metrics for best results:<\/p>\n