Why is "Customer Experience Value (CX)" important now? Benefits to business and ways to improve it
Posted: Tue Dec 03, 2024 5:33 am
table of contents
What is Customer Experience (CX)?
Why is customer experience important now?
Benefits of enhancing customer experience value
Three ways to improve customer experience value
How should customer experience value be evaluated? Introducing indicators and methods
summary
In today's business world, where there is an abundance of things and information and sales do not increase simply by making good products, an important element that is now considered indispensable is " customer experience value . "
The psychological value that customers experience through their interactions with a company or brand is determined not only by the quality and functionality of the product, but also by the sales process and the emotional elements it impacts on consumers.
This article focuses on " customer experience value ," which cannot be ignored in modern marketing , and explains the background to why it has andorra business email list become so important, the benefits of improving it, and how to improve it.
By reading this article, you will hopefully get some tips on how to get your company's products chosen by consumers, even in today's highly competitive business environment.
Please be sure to watch until the end.
What is Customer Experience (CX)?
First of all, what is " Customer Experience Value (CX) "?
We will also explain the difference between this term and "user experience (UX)," which is often used synonymously .
Customer Experience (CX)
"Customer Experience Value (CX)" refers to the overall satisfaction and psychological value that a customer gains from the experience they have throughout their interaction with a brand or company.
This is the value that customers experience not only when purchasing or using a product or service, but throughout the entire process, including the purchasing process, customer support, and brand image.
Improving the value of customer experience will lead to differentiation in an increasingly competitive market and build customer loyalty.
Difference from User Experience (UX)
A similar term, "user experience (UX)," is primarily used to describe the experiential value that consumers gain when purchasing or using products or services online.
On the other hand, customer experience (CX) includes all the experiential value that consumers experience throughout the entire process, from becoming aware of a product to purchasing, using, and receiving after-sales service, regardless of whether the experience is online or offline.
In other words, customer experience value has a broader scope than user experience (UX).
*We have gone into more detail about UX and CX in a separate article, so please refer to it.
>> What are UX/CX that you should know when creating a website? The difference between the two and how to improve them
Why is customer experience important now?
In the past, there was a time when a product's excellent performance alone was enough to be valuable and gain support from consumers.
The main means of gathering information were analog media such as television, newspapers, and radio. The sources of information were generally the same for everyone, and the materials used to make purchasing decisions were simpler than they are today.
However, in recent years, with the development of the Internet, huge amounts of information have become more easily accessible than ever before, which has led to an overall improvement in the quality of products and services, an increase in customer contact points, and a rapid diversification of consumer behavior in addition to intensifying competition with other companies.
As a result, "customer experience value (CX)" has become indispensable in capturing the hearts of consumers. Let's dig deeper into the background of this.
The growing importance of emotional value
In recent years, advances in information acquisition methods and technology have reduced the functional differences between products and services on the market. Sellers are finding it difficult to be chosen by consumers simply by increasing the functional value of their products.
At the same time, it has become commonplace for people to follow things that interest them through various media, in addition to social media.
As a result, people are increasingly exposed to more information about things that interest them, and they are also placing greater importance on the emotional value they gain from using a particular brand and the experience they get from it.
The word "oshi" has recently come to be used frequently, especially among Gen Z, and it can be said that this is an indication that feelings about whether or not one likes a particular brand are becoming more important when making purchasing decisions.
Changing business models
In the old business model, the focus was on getting customers to buy products or services. However, in recent years, the end goal is not just to get customers to buy, but to turn them into continuous users.
Improving the value of customer experience leads to customers continuing to use the service over the long term, and is a factor in stabilizing a company's profits.
Customers have a bigger say
With the development of social media, consumers have more say and word of mouth is becoming more and more important.
Increasingly, customers are sharing their experiences and impressions on social media, creating user-generated content (UGC), which in turn directly increases a company's sales.
When customer experience value is high, customers will proactively leave positive word-of-mouth reviews, which will improve the company's brand image and recognition and lead to the acquisition of new customers.
What is Customer Experience (CX)?
Why is customer experience important now?
Benefits of enhancing customer experience value
Three ways to improve customer experience value
How should customer experience value be evaluated? Introducing indicators and methods
summary
In today's business world, where there is an abundance of things and information and sales do not increase simply by making good products, an important element that is now considered indispensable is " customer experience value . "
The psychological value that customers experience through their interactions with a company or brand is determined not only by the quality and functionality of the product, but also by the sales process and the emotional elements it impacts on consumers.
This article focuses on " customer experience value ," which cannot be ignored in modern marketing , and explains the background to why it has andorra business email list become so important, the benefits of improving it, and how to improve it.
By reading this article, you will hopefully get some tips on how to get your company's products chosen by consumers, even in today's highly competitive business environment.
Please be sure to watch until the end.
What is Customer Experience (CX)?
First of all, what is " Customer Experience Value (CX) "?
We will also explain the difference between this term and "user experience (UX)," which is often used synonymously .
Customer Experience (CX)
"Customer Experience Value (CX)" refers to the overall satisfaction and psychological value that a customer gains from the experience they have throughout their interaction with a brand or company.
This is the value that customers experience not only when purchasing or using a product or service, but throughout the entire process, including the purchasing process, customer support, and brand image.
Improving the value of customer experience will lead to differentiation in an increasingly competitive market and build customer loyalty.
Difference from User Experience (UX)
A similar term, "user experience (UX)," is primarily used to describe the experiential value that consumers gain when purchasing or using products or services online.
On the other hand, customer experience (CX) includes all the experiential value that consumers experience throughout the entire process, from becoming aware of a product to purchasing, using, and receiving after-sales service, regardless of whether the experience is online or offline.
In other words, customer experience value has a broader scope than user experience (UX).
*We have gone into more detail about UX and CX in a separate article, so please refer to it.
>> What are UX/CX that you should know when creating a website? The difference between the two and how to improve them
Why is customer experience important now?
In the past, there was a time when a product's excellent performance alone was enough to be valuable and gain support from consumers.
The main means of gathering information were analog media such as television, newspapers, and radio. The sources of information were generally the same for everyone, and the materials used to make purchasing decisions were simpler than they are today.
However, in recent years, with the development of the Internet, huge amounts of information have become more easily accessible than ever before, which has led to an overall improvement in the quality of products and services, an increase in customer contact points, and a rapid diversification of consumer behavior in addition to intensifying competition with other companies.
As a result, "customer experience value (CX)" has become indispensable in capturing the hearts of consumers. Let's dig deeper into the background of this.
The growing importance of emotional value
In recent years, advances in information acquisition methods and technology have reduced the functional differences between products and services on the market. Sellers are finding it difficult to be chosen by consumers simply by increasing the functional value of their products.
At the same time, it has become commonplace for people to follow things that interest them through various media, in addition to social media.
As a result, people are increasingly exposed to more information about things that interest them, and they are also placing greater importance on the emotional value they gain from using a particular brand and the experience they get from it.
The word "oshi" has recently come to be used frequently, especially among Gen Z, and it can be said that this is an indication that feelings about whether or not one likes a particular brand are becoming more important when making purchasing decisions.
Changing business models
In the old business model, the focus was on getting customers to buy products or services. However, in recent years, the end goal is not just to get customers to buy, but to turn them into continuous users.
Improving the value of customer experience leads to customers continuing to use the service over the long term, and is a factor in stabilizing a company's profits.
Customers have a bigger say
With the development of social media, consumers have more say and word of mouth is becoming more and more important.
Increasingly, customers are sharing their experiences and impressions on social media, creating user-generated content (UGC), which in turn directly increases a company's sales.
When customer experience value is high, customers will proactively leave positive word-of-mouth reviews, which will improve the company's brand image and recognition and lead to the acquisition of new customers.