Lesson Contents

In this lesson, we'll introduce you to the concept of customer experience (CX) and why is it so important, what has changed and how it can heavily affect purchasing behaviour.

Key Takeaways

• As a concept, customer experience is simple
• CX is key to understanding your brand
• Reality check - understand where you start from
• What is your goal? Creating happy customers should be the main goal of your business because it drives growth, profitability and loyalty
• The world has changed for good → CX is the new playground
• You still have big opportunities as very few take advantage

Homework

Your homework for this lesson is to read the 4 articles below. Read them through, and remember to think critically

https://www.feedbackly.com/blog/why-should-you-care-about-customer-experience/

https://www.feedbackly.com/blog/the-true-cost-of-bad-customer-experiences/

https://www.forbes.com/sites/shephyken/2018/07/15/customer-experience-is-the-new-brand/#249b56f47f52

https://business.trustpilot.com/reviews/5-reasons-why-customer-experience-is-the-pulse-of-every-business

Feedback

Remember to give feedback about this lesson. We want to get better and appreciate the feedback from each of our students - it only takes couple of minutes. Thank you!

https://fbly.io/l/7qc48x?_=lecture:whyiscximportant