As customers interact with brands, they begin forming a customer experience. This customer experience is what guides them throughout all of their interactions with a brand and sets them on the path to purchase with the brand. This customer experience all starts when a customer is made aware of the brand, after being made aware, a customer can move on to making a purchase, which can hopefully spark some level of loyalty if this experience was exceptional. This path, and what a brand does to make it special and memorable, is what will determine how a customer feels about the brand. Every person who encounters a brand, service and/or product has a customer experience, even if it doesn’t end in a sale. Additionally, this customer experience doesn’t just refer to a business-to-customer relationship — it can also refer to business-to-business relationships. There are several components to a good customer experience. Some of the most important considerations include speed, consistency, responsiveness, transparency, personalization, and fulfillment. To learn more about the ways in which these elements influence the customer experience, please review the resource accompanying this post.

How CX Can Combat Customer Churn an infographic provided by BillingPlatform, a company specializing in billing automation software