Customer Experience

Customer experience describes how a customer experiences interaction with a company or brand. It covers all encounters and experiences that the customer has with the company, from the first contact to the use of the services, receiving support and possibly ending the customer relationship.

For example, customer experience can include the following elements:

Quality of the product or service

Quality of customer service

Usability of the company’s website or mobile application

Company communication and marketing

Company image and reputation

Price and price-performance ratio

It is important to care for and develop the customer experience because it has a huge impact on customer satisfaction, customer loyalty, testimonials and the company’s reputation. A good customer experience can lead to higher sales or frequency, better customer retention and, through recommendations, acquisition of new customers. Poor customer experience, on the other hand, can lead to losing a customer and even negative publicity.

Check out our customer experience services and insights!