There are many issues in the marketing industry related to broadly understood customer experience. It turns out that a detailed description of brand perception is crucial for the analysis and assessment of consumer behavior. The most frequently used concepts include Customer Experience and User Experience. What connects them and what divides them? Are both helpful in recognizing, understanding and then designing positive brand relationships? Contents Consumers expect excellent Customer Experience The product and service have the highest priority among customers Get to know Customer Experience and User Experience well Consumers expect excellent Customer Experience CX refers to the generalized customer experiences that the recipient of products and services gains while traveling through the Customer Journey.
CX is connected with B2B Email List the overall perception of the brand, which consists of emotions, impressions, feelings, beliefs and opinions resulting from the consumer's contact with the brand. When analyzing Customer Experience correlated with a given brand, we take into account both experiences related to the campaign aimed at brand recognition, as well as the purchase of a product, customer service or the use of a loyalty application. This means that we study the entire customer journey, from building awareness of the brand to remaining a loyal ambassador. Customer Experience is a very useful concept in defining, understanding and explaining the type of relationship that connects a customer with a given brand. Positive CX brings consumers closer and even more attached to the brand. It is an indicator of general satisfaction and fulfilled expectations - says Tomasz Kamiński, Marketing Specialist, Fixit. As Tomasz Kamiński from Fixit adds.
If CX leaves much to be desired, it can be improved thanks to feedback from consumers collected in the process of designing and managing Customer Experience. They serve this purpose, among others: analyzes of conducted campaigns, Customer Care audits and consumer tests. Customer Experience is a concept with a broad meaning that indicates the overall level of customer satisfaction with a given brand at every point of contact. The situation is different in the case of User Experience. The product and service have the highest priority among customers User Experience is a much narrower concept than Customer Experience, which allows you to analyze and then determine the level of satisfaction with the consumption of a specific product or service.
