It all boils down to customer experience.

No matter what sector your organization belongs to, your primary aim is to make your customer’s experience delightful. But that’s only possible if you are able to come up with a fruitful strategy.

An effective customer experience strategy helps to retain your incoming and existing customers effectively. But what’s even more essential while planning this strategy is to think like a customer. Unless you aren’t thinking from a customer’s point of view, your business won’t reach its desired goals, such as attaining good profits or building a strong brand value.

Keeping that in mind, many organizations see customer experience as an exciting opportunity for their growing business. A study by Econsultancy suggests the same.

But do all organizations see customer experience as an exciting opportunity for their business? What’s more - do they actually understand what the term ‘customer experience’ stands for? And do organizations view customer experience as customer service? Or do they see it as customer satisfaction? Phew!