Customer Experience (CX)
Definition:
Customer Experience (CX) encompasses all cognitive, sensory, affective, and behavioral responses of people throughout the entire consumption process, including pre-purchase, consumption, and post-purchase phases.Information:
let`s suppose that a decision has been made to purchase a new SUV. You aren't sure which brand and models you desire, just that you would like an SUV. To choose between the brands, you review a few of their websites. The 2020 Nissan Murano is the model you decide to purchase after comparing. As you sit down with the sales reps at the dealership, you inquire about the car you plan to buy. Armed with comprehensive knowledge of the 2020 Nissan Murano, you buy the vehicle and head home. The above-described process is what we call Customer Experience, or CX. Customer Experience refers to all of a user's interactions with the brand through its various channels and products, all of which are connected to how the user views them. Brand trust is profoundly influenced by CX.
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