{"id":23932,"date":"2020-03-25T16:06:00","date_gmt":"2020-03-25T16:06:00","guid":{"rendered":"https:\/\/trbocom.wpengine.com\/glossary\/customer-experience\/"},"modified":"2025-02-25T13:05:00","modified_gmt":"2025-02-25T12:05:00","slug":"customer-experience","status":"publish","type":"glossar","link":"https:\/\/www.trbo.com\/de\/glossary\/customer-experience\/","title":{"rendered":"Customer Experience (CX)"},"content":{"rendered":"<p class=\"p1\"><span class=\"s1\">Customer Experience (CX) refers to the entirety of the experiences a customer\/buyer has with a company.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\"><span class=\"s1\">A positive customer experience is very important for companies, as it binds customers to the brand, the product or the company in the long term. Accordingly, customer needs must be recognized and met by the company. This is achieved through Customer Experience Management (CEM or CXM).<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\"><span class=\"s1\">By focusing on the customer, it encompasses all processes and actions to meet the customer&#8217;s needs. With an effective Customer Experience Management, the relationship with the customer can be strengthened by positive experiences, which makes the customer more willing to buy more products.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\"><span class=\"s1\">The customer experience can be optimized at various points in the <a href=\"https:\/\/trbo.com\/en\/glossary\/customer-journey\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey<\/a>, for example:<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul class=\"ul1\">\n<li class=\"li1\"><span class=\"s1\">Customer service (e.g. in case of complaints or questions about the product)<\/span><\/li>\n<li class=\"li1\"><span class=\"s1\">Quality of the products or the service<\/span><\/li>\n<li class=\"li1\"><span class=\"s1\">Product reviews<\/span><\/li>\n<li class=\"li1\"><span class=\"s1\">Contact (numerous ways to contact the company for the customer)<\/span><\/li>\n<li class=\"li1\"><span class=\"s1\">Sales process<\/span><\/li>\n<li class=\"li1\"><span class=\"s1\">Product delivery<\/span><\/li>\n<li class=\"li1\"><span class=\"s1\"><a href=\"https:\/\/trbo.com\/en\/glossary\/user-experience\" target=\"_blank\" rel=\"noopener noreferrer\">User experience<\/a> on the product level<\/span><\/li>\n<li class=\"li1\"><span class=\"s1\">u.v.m.<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p class=\"p1\"><span class=\"s1\"><b>The difference between customer experience and user experience<\/b><\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\"><span class=\"s1\">User Experience (UX) refers to the experience of a customer with a specific information or product, i.e. a single <a href=\"https:\/\/trbo.com\/en\/glossary\/touchpoint\" target=\"_blank\" rel=\"noopener noreferrer\">touchpoint<\/a>. This could be, for example, the website of a company.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\"><span class=\"s1\">The Customer Experience (CX) describes the overall experience a customer has with a company or product. This refers to several touchpoints with the company &#8211; for example, from loading the website to completing the purchase.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\"><span class=\"s1\">Customer and user experience do not always have to be consistent. For example, a customer may have problems with a product, but then be pleased with the friendly customer service that helps immediately. In the same way, a positive user experience (e.g. a good product) can lead to a negative customer experience through poor customer service.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\"><span class=\"s1\">In order to satisfy customers in the long run, CX and UX have to be brought in line. After all, even the best user experience cannot satisfy customers if they have a negative experience with a company.<\/span><\/p>","protected":false},"template":"","resource_original_language":[711],"class_list":["post-23932","glossar","type-glossar","status-publish","hentry","resource_original_language-en-original"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Glossary: Customer Experience (CX) | trbo<\/title>\n<meta name=\"description\" content=\"Customer Experience (CX) includes all customer interactions with a company. 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