8 minutes read

Why is Customer Experience Key?

Explore the importance of customer experience in driving brand loyalty and customer satisfaction. Learn why businesses need to prioritize customer experience strategies.

Dheeraj Kumar

Why is Customer Experience Key?

Customer experience wasn’t always the trendy topic it is today. Brands typically prioritized competitive pricing and product development over the actual experience of their customers.

But the battle for sales, brand loyalty, and customer retention in 2021 and beyond will be won by businesses that take customer experience seriously and execute strategies that audiences connect with.

So why is customer experience significant all of a sudden?

Because consumers expect more from brands than ever before. With millions of brands vying for your attention, consumers are beginning to separate themselves from brands that put their experiences on the back burner.

Your brand’s customer experience can make customers feel valued, engaged, and eager to spend. But if you can’t get it right, you’ll fall behind competitively to other brands. Let’s review why customer experience matters for your brand now and in the future.

Quick overview of Customer Experience

Customer experience (CX) is defined as the thoughts and feelings consumers have and the actions they take during interactions with your brand. This experience starts when people first hear about your company, continues throughout their customer journey, and extends past their purchase.

How customers perceive your brand and their experience can lead them to purchase and repeat purchase or stop doing business with your company altogether. In fact, 73% of people admit customer experience is an essential factor in their purchasing decisions. Yet only 49% of consumers say companies provide a good customer experience.

When each touchpoint shows customers that you care about their time, money, and overall experience, your brand will be more efficient at driving loyalty and inspiring customers to share their positive experiences with others.

How CX differs from customer service

Customer experience encompasses someone’s entire journey with your brand, whereas customer service usually reflects a single touchpoint.

CX ripples across all areas of your business – from brand awareness, website design, shipping, email newsletters, social media, and more. Customer experience includes customer service. Support is just one aspect of your customer’s overall experience with your brand, though it matters a great deal.

Your business can also have fantastic customer service and a poor customer experience.

For example, let’s say your spa business is great at answering phone calls and emails for customer support questions. This is great service. However, at the same time, your customer experience can be miserable. Your website is confusing to navigate. Your online scheduling experience is glitchy and non-intuitive. Your POS system is outdated. Your facialists are routinely late for their appointments.

Why customer experience matters

SuperOffice, a cloud CRM platform, recently surveyed 1,920 business professionals about their top priorities in the next five years. More than 45% answered “customer experience,” beating out product (33.6%) and pricing (20.5%).

What’s causing this shift toward better customer experiences? Why are customers pickier now than ever before? Let’s review:

Customers today are more tech-savvy and well-researched before making buying decisions. It’s become the norm to shop around before pulling the trigger. While multiple brands may have similar products and price points, only one will speak to them to earn their trust and the sale.

Buyers want to know who’s behind the products, what the company stands for, and that it sees, hears, and appreciates its customers.

82% of US customers want and seek out brands offering a human touch (PwC). They’re looking for brands to foster authentic connections and use technology to help personalize a seamless, enjoyable experience. Companies should understand them and their needs at every touchpoint. And doing so will actually benefit your bottom line.

Customers will pay more for a better experience

Stats show that 42% of customers will pay more for a friendly, more welcoming customer experience (PwC). And the more expensive the product or service, the more customers are willing to pay for better CX.

Consumers value a great customer experience because it generally means they’ll have to deal with less friction and frustration, score more convenience, and, ultimately, have less buyer’s remorse.

You’ll boost customer satisfaction and reduce churn

Happy customers tend to stick around, especially after they’ve done the legwork to research your company and compare your price, product, and CX. They’ll be less likely to churn – canceling their subscriptions and ending their contracts – if you continue to provide the CX that attracted them in the first place.

According to Gartner, customer experience drives over 60% of brand loyalty, more than price and product combined. Your sales team will thank you for creating loyal customers, as they know how deflating it can be to see their accounts walk out the door for a competitive brand.

Related: Your sales team has just as much of a responsibility for creating a great customer experience – and this is true even after the sale. This is why they should practice relationship selling rather than looking at each account as just another dollar sign.

Word of mouth outreach increases brand awareness

Pleased, loyal customers will become advocates for your brand, spreading positive word-of-mouth and increasing brand awareness. This organic marketing can be more effective than traditional advertising, as people are more likely to trust recommendations from friends and family.

What is Customer Experience Marketing: Key Strategies and Practices

Did you know that delivering an exceptional customer experience can be a game-changer for your business? Imagine a world where every interaction with your brand leaves a lasting impression, where customers become loyal advocates and ambassadors. Customer experience marketing is the key to unlocking personalized experiences, seamless interactions, and emotional connections that form the foundation of success.

In this blog, we’ll explore:

  • The world of customer experience marketing
  • Its importance in the realm of digital marketing
  • Strategies and practices to create a successful customer experience

But before we set off, let’s start with a fundamental question:

What is Customer Experience Marketing?

Customer experience marketing is a strategic approach that prioritizes creating positive interactions and relationships between businesses and their customers. It encompasses all touchpoints in the customer journey, from brand awareness to post-purchase support. Unlike traditional marketing, CX marketing emphasizes delivering exceptional service throughout the entire customer lifecycle.

One way to think of customer experience marketing is to consider it the bridge between marketing and customer service. While marketing aims to attract and acquire customers, customer service focuses on retaining and delighting them. By combining these two elements, businesses can create a holistic and customer-centric approach that sets them apart from the competition.

The Three Main Components of Customer Experience (CX)

Let’s explore its three main components:

#1 Customer Interaction

This component involves all direct interactions between customers and your business. It includes customer support, sales consultations, and any other touchpoints where customers engage with your brand. By delivering prompt, personalized, and knowledgeable assistance, you can enhance the overall CX.

#2 Emotional Connection

Emotions play a significant role in shaping customer perceptions and loyalty. Creating an emotional connection with your customers involves understanding their needs, empathizing with their challenges, and delivering personalized experiences. By tapping into the emotional aspect of the customer journey, you can foster stronger relationships and long-term loyalty.

#3 Customer Perception

How your customers perceive your brand and its offerings greatly influences their overall experience. This component involves managing their expectations, consistently delivering on promises, and ensuring the quality and relevance of your products or services. By aligning your brand’s values with the expectations of your target audience, you can enhance their perception and drive positive experiences.

Why is Customer Experience Important in Marketing?

Now that we understand the fundamentals of CX marketing let’s explore why it’s crucial for businesses to prioritize them in their strategies:


In a crowded marketplace where products and services can be similar, CX becomes a key differentiator. By providing exceptional service, you can stand out from the competition and create a unique brand identity that resonates with your target audience.

Customer Loyalty and Advocacy

When customers have a positive experience with your brand, they are likelier to become loyal patrons and even advocates for your business. Loyal customers not only continue to choose your offerings but also spread positive word-of-mouth, attracting new customers and driving growth.

Repeat Business and Revenue Growth

Investing in customer experience marketing can lead to increased retention and repeat business. Satisfied customers are more likely to return for future purchases, resulting in a steady revenue stream and long-term business growth.

What Makes a Superior Customer Experience?


HR & Recruiting

Dheeraj Kumar

data specialist

Archit has been working in the field of data science since 2018. He has worked with various clients in the field of healthcare, education, and finance. He has worked with various clients in the field of healthcare, education, and finance. He has worked with various clients in the field of healthcare, education, and finance.

Member since Mar 15, 2021

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