In the context of business, CX stands for "customer experience." It refers to the overall perception the customer has of a company or brand based on the interactions and experiences they have had with it. CX encompasses all touchpoints, channels, and interactions the customer has with the company, including pre-sale, during sale, and post-sale interactions. CX is important for businesses because it can be a key differentiator in a highly competitive market, and a positive customer experience can lead to customer loyalty and repeat business.
Why it matters in sales
In the high-stakes world of sales, there's nothing more important than creating a positive customer experience. CX is the new marketing, and for good reason. It doesn't matter if you have the best product or the most talented sales team. If your customers don't feel valued and appreciated, they'll take their business elsewhere faster than you can say "ROI." As Seth Godin once wrote, "People don't do business with companies. They do business with people." That's why CX matters. It's the human touch that turns a one-time customer into a lifelong evangelist. You want your customers to rave about your company to their friends, family, and colleagues. And if you want that to happen, you need to prioritize CX in everything you do.
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