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If you are wondering how important is customer experience, how customer experience can benefit your business or where to start with customer experience for your business this is the place to get started. This post is going to explain to you exactly what customer experience is and what you can do as a beginner to make your customers feel amazing!
This post is answers how important is customer experience.
How Important is Customer Experience
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Post Chapters:
- What is Customer Experience?
- How Important is Customer Experience
- The Business Impact of a Positive Customer Experience
- How Customer Experience Affects Customer Loyalty
- Why Customer Experience is More Important Than Ever in 2025
- Key Elements of a Great Customer Experience
- Using Technology to Enhance The Customer Experience
- Measuring Customer Experience: Important Metrics to Track
- Common Mistakes That Ruin Customer Experience
- Steps to Improve Customer Experience in Your Business
- Recommendations
What is Customer Experience?
So what is Customer Experience (CX)? Here is my customer experience definition:
“The customer experience is the journey the customer experiences from discovery right through to aftercare when interacting with you as a business.”
Customer experience is everyone’s responsibility and it’s all about how your customers feel about your business. This is based on their interactions with your business and with you. This is where some businesses miss out on opportunities as they only provide customer service and that is not enough if you want to have a competitive advantage.
The customers experience is the customers journey from discovering your business all the way through to you providing aftercare after they have bought a product or service from you. So much so that they even return for more.
Every single touchpoint matters.
Whether they are visiting your website, calling you, searching for something on your website or even using your product. A positive customer experience means happy customers, who are likely to return AND talk great about your business to their friends which can generate even more customers for you! So consistency is key!
@customercarechannel Why is consistency key to the customer experience? #customerexperience #customerservice #customersatisfaction ♬ original sound – Customer Care Channel
Customer Experience YouTube Channel…
My main channels of teaching are via podcasting and on this website, however some subjects I do feel a video is beneficial to learn from. Showing your face can really help people to relate, take this into account when looking at ways to improve your customers experiences. For example, do you need to provide product support guides for your product (it is very likely!). If so, you could use video, audio and written forms to help guide your customer to the best experience. You then relate to more people overall.
How Important is Customer Experience
- Imagine not checking that the buttons on your website are working for your customers and just hoping for the best. I wouldn’t call that good business would you? You may not even do this intentionally, this may be that you haven’t thought to do this. This is a great place to start, take time to click through your website and check that everything works as it should.
- Imagine promising a freebie download to a potential client when they sign up to your mailing list and the email not landing in their email inbox! Doesn’t look promising does it. First impressions do count unfortunately.
Building trust with your customer is vital to building customer relationships AND customer loyalty. You need to be providing what you have promised.
The experience the customer has interacting with you is the ‘customers experience’. If they have a bad experience they are likely not to buy from you and are also likely to tell others about that issue they experienced. Thats why the customer experience is important.
Most Popular Posts on the Customers Experience
Free Business Printables…
The Business Impact of a Positive Customer Experience
When customers have a good experience with you and your business they are more likely to buy as they relate with you and your brand, plus they trust you to provide quality. They will then tell their friends and family, boosting positive word of mouth as mentioned before – generating more sales and helps your business grow even faster.
I strongly believe businesses who concentrate effort on their customers experience are much more competitive within the market, this is due to looking after their customer at every single touchpoint. How you treat your customers is super important and can really put you in a place of being the business to beat.
How Customer Experience Affects Customer Loyalty
Firstly let’s define what customer loyalty is. Customer loyalty is where a customer will repeatedly buy from your business as they trust your business and your quality. (So you definitely want this!)
Having a good customer experience builds this trust and makes your customers feel valued, this will create that customer loyalty that you really need. A first time customer can turn into a repeat customer, just because everything went super smooth and they were impressed by the quality of your product.
A bad experience can basically send your customers running to your competitors for them never to return and the issue could have been really easy to fix or even prevented in the first place.
Let’s be honest, its much easier to keep an existing customer than to find a new one, plus it also costs alot less in marketing!
Why Customer Experience is More Important Than Ever in 2025
We have already discussed the importance of CX, but in 2025 with everyone being online and customer expectations being higher than ever before it’s super important to make sure you deliver a great experience every single time.
You know that we want products in our hands as fast as possible, as well as being the best quality with the best support. You know we love that next day delivery we can get! Plus, if you can’t keep up, your customers will choose to go somewhere that can. It’s now time if you don’t know how to build a customer experience to learn and stay competitive.
Key Elements of a Great Customer Experience
- Understand your customers needs and preferences.
- Make sure every interaction with your business is smooth and consistent.
- Be personal, remember past conversations, past purchases and preferences.
- Provide fast responses and give an update even if you feel that you don’t have one. (It’s okay to say you are still working on an issue, this is still an update)
- Being responsive shows your customers that you care and are not ignoring them.
Using Technology to Enhance The Customer Experience
- Using software that collects your customers information and preferences can significantly help with customer management and tracking interactions. Think about a CRM – Customer Relationship Management piece of software to help you out!
- Chatbots are also a great tool when set up correctly. The reason I say this, is because I have used chatbots in the past which have taken me round and round in circles when I just needed to speak to a human – so be careful! This made me frustrated and annoyed – not the feelings you want your customers to feel!
- Analytics can help with understanding your customers habits, allowing you to schedule any website changes for quiet times. (You can use Google Analytics it’s free! – See here for more recommendations)
- AI can be very useful, but can also take away the human feel. So, your decision on this one (and note that Google actually favours real human content over AI produced when thinking about where your website will show on Google rankings but thats another subject all together!)
- Lastly my favourite is incorporating a service desk peice of software. This will help you with prioritisation of issues and questions, help you manage the communications on each, be a system to manage the actual communications from your customers (instead of a messy email inbox where you can easily loose track)
Implementing technology can really change your customers experience (for the good and the bad) with your business, therefore choose carefully.
Measuring Customer Experience: Important Metrics to Track
To improve your customer experience, you need to be able to measure it to know whether you are improving the experiences, staying the same or making them worse (sometimes improvements don’t go to plan).
Customer experience can be measured through:
- Customer Satisfaction (CSAT): How happy your customers are with your service or product, via feedback.
- Net Promoter Score (NPS): How likely your customers are to recommend your business to others, maybe via a customer survey.
- Customer Retention Rate: How many customers keep coming back over time, this could be recorded via a CRM tool.
These metrics give you a clear idea of how well you’re doing and where you can improve.
Common Mistakes That Ruin Customer Experience
We all make mistakes, so let’s just recognise that first before we beat ourselve up about it. But the reason we are here is to continuously improve our businesses. We want a mindset and to practice continuous improvements and to become customer focused. It’s easy to make mistakes that can hurt your customer experience, so let’s work on this:
Here are a few common ones:
- Inconsistent Service: Providing different levels of service across various channels can confuse and frustrate customers. Be clear with which channel customers can gain support from, this may be via email or chat for example or even social media – just keep it simple – not everywhere! Maybe choose one place and become amazing at giving support there.
- Ignoring Feedback: Not listening to customer feedback or failing to act on it can lead to repeated problems. A simple problem which could be fixed could be affecting more and more customers by ignoring the feedback that you have received. Don’t just let your feedback sit there.
- Over-automation: While automation can help, too much of it can make your business feel impersonal. For example using a chatbot, I have mixed feelings about this. For me, they never seem to work properly, yet this could be a good way to get your customers the answers they need fast without waiting for you to respond.
- Slow Responses: Taking too long to respond to customer questions or complaints can make customers feel ignored. – Think about an FAQ page and how this could benefit you by reducing the amount of emails you receive.
Avoiding these mistakes can help you maintain a strong, positive customer experience.
Steps to Improve Customer Experience in Your Business
Here are some simple steps to improve customer experience in your business, I know this is what you have been waiting for:
- Listen to Your Customers: Regularly ask for feedback and use it to make improvements. Use the feedback given as opportunities and don’t take it personal!
- Train Your Team: Make sure everyone on your team knows how to provide excellent service via providing customer service training and product training.
- Use Technology: Invest in tools that help you manage customer interactions and personalize their experience.
- Put Customers First: Make customer experience a top priority in everything you do.
- Keep Improving: Continuously look for ways to make the customer experience better as your business grows. Keep reviewing your customers journeys to ensure they are still working as they should. Things change, technology changes, people change!
- Take customer experience courses – Equipping yourself with a customer experience foundation to fine tune your business is the start to business success. Having the right process to guide you through ensuring your customers are feeling amazing as much as possible is key to keeping your customers coming back for more.
If you are looking for a Customer Experience Strategy, my course teaches you what customer experience is alongside a method that you can implement into your business to keep your customer experiences up to date and your business continuously improving. Enroll right here.
Running a business is hard enough as it is, but running a business which impresses their customers is even harder. Having a structured method which turns customer complaints into opportunities is the place you want to be.
Enroll here if you want to arm yourself with a way to continously improve your business daily.
I created this course to show you everything I have learnt in the last 12 years to turn customer complaints into opportunities.
It’s basically the course I dreamed about taking when I was starting to get serious with my customer support career. I provide my customer experience blueprint or method for reviewing any business, using feedback as opportunities AND I show you how to carefully make changes to your business in order to reduce any impact to the customer.
It’s good to know this is not a one time thing, this customer experience framework will teach you a process to adopt into your yearly strategy to ensure your customer experiences are kept up to date and are issue free. Reason being, technology and customers change so we need to make sure everything is always working and customers are kept happy!
This course covers everything I do for my own business and what I would do for any client who approaches for help with their customer experience journey today.
Click here to learn more about Lisa’s Customer Experience Strategy.
Recommendations
If you are currently starting your business and want to know what hosting, website builders, plugins, software and much more that I recommend, see here for my thoughts. Everything on this page I have used extensively and only recommend due to the quality I received and the customer support I received! Click here to see my recommendations.
This post is answered how important is customer experience.
