What is Customer Experience (CX) in Retail? Explained

Customer experience (CX) encompasses the overall interaction and perception a customer has with a brand throughout their entire journey. It encompasses every touchpoint, from initial awareness and engagement to the purchase process and post-sale support. A positive customer experience is crucial for building brand loyalty and advocacy. Businesses strive to enhance CX by providing seamless, personalized, and enjoyable interactions, addressing customer needs, and exceeding expectations. This holistic approach recognizes that customer satisfaction is influenced by every aspect of their interaction with a brand, both online and offline, making it a key focus for businesses aiming to build lasting and meaningful relationships with their customers.