Customer Experience

marketing

Definition

The overall perception a customer has of a business based on all interactions throughout the customer journey.

Customer experience (CX) encompasses every touchpoint from first awareness to post-purchase support. Excellent CX naturally leads to more positive reviews and referrals.

Related Terms

Explore related concepts and terminology.

Customer Journey

The complete experience a customer has with a business from initial awareness through purchase and post-purchase engagement.

Net Promoter Score

A customer loyalty metric that measures the likelihood of customers recommending a business to others on a 0-10 scale.

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