BTL 755 - CX

 

The Banking Tutor’s Lessons

BTL 755                                                                                        18-02-2025

CX

 

CX stands for customer experience. It's the sum of all interactions a customer has with a brand, from marketing to sales and customer service.

 

CX can impact a customer's decision to return to a brand.

 

CX includes pre-purchase connections, such as marketing and awareness

 

CX includes in-store or online research and purchasing

 

CX includes post-purchase interactions, such as service, repairs, and additions

 

CX includes how customers feel about a brand

 

 

Importance of CX

 

CX can build or weaken a relationship between a company and its customers

 

CX can impact a customer's decision to return to a brand

 

CX can influence how successful a business will be

 

CX can be improved by…..

 

Brands can assess and optimize each customer touchpoint to maximize the likelihood of customer satisfaction

 

Brands can focus on whole-person care to improve outcomes for patients

 

Brands can use self-service and digital channels to transform CX

 

Brands can prioritize and improve customer experience to offer big benefits for customers

 

 

Sekhar Pariti

+91 9440641014