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  • Writer's pictureSharon Holland

Why Customer Experience (CX) Matters and How to Improve It

Today it isn't enough to offer good products or services. One of the primary ways businesses can differentiate themselves is by delivering a superior customer experience (CX). People want to feel good about spending their money, and they're willing to pay extra for brands that genuinely care about them and their needs. In this post, we'll look at why customer experience matters and explore tips for enhancing it so that your business can thrive.

When customers are interacting with service providers such as housing or local government, there might be less opportunity to change providers, but a good customer experience will still reduce complaints, improve efficiency, and reduce costs.

The Benefits of Great Customer Experience

Studies show that businesses with exceptional customer service outperform their competitors by 80%. The three primary benefits of delivering a great customer experience are increased revenue and customer loyalty. When people have a positive experience with your brand, they're more likely to return and spend more money with you. Finally, people who have had good experiences with brands are less likely to switch to competitors, all things being equal.

Tips for Improving Your Customer Experience

Know Your Customers

To create an exceptional customer experience, you first need to understand your customers. Who are they? What problems do they have, and how can you help solve them? What motivates them to purchase from your brand, and what holds them back? By answering these questions, you'll be able to create a tailored experience that speaks directly to their needs.

Train Your Customer Service Team 

It's essential to train your customer service team to deliver excellent service consistently. They should be knowledgeable about your products, empathetic towards customers, and excellent problem-solvers. By providing ongoing training and support you ensure that they feel confident in their roles and have the resources they need to deliver great service.

Leverage Technology

There are many technological tools available to improve the customer experience. For example, chatbots and virtual assistants can provide instant customer support, and personalized marketing automation can send customized messages to customers based on their previous interactions with your brand. Investing in technology can streamline your customer experience and save your staff time and energy.

Make It Easy for Customers to Connect with You

People want instant gratification and immediate responses. Therefore, it's crucial to make it easy for people to connect with your brand in the ways they prefer. Ideally, you should offer support over multiple channels, such as email, phone, live chat, and social media, and have staff available around the clock. Additionally, you should make it easy for customers to provide feedback - both positive and negative - so that you can improve your service over time.


Customer experience is what sets successful brands apart from their competition. By offering a great customer experience, you can increase revenue and create loyal customers.  Chatbots and AI Assistants provide the ideal solution as they are quick, easy and cost effective.  They can learn your customer’s preferences, provide consistent information and provide this service through a number of channels 24/7/365.

Contact us or call us on 0333 6000 360 so you can elevate your customer experience.

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