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Session 33: Prioritizing Customer Experience - Creating Moments That Matter
Welcome back! Customers may forget what you sell, but they’ll never forget how you made them feel. That’s why customer experience (CX) is so powerful. Every interaction - from your website to your emails to your checkout process - shapes the way customers view your brand.
Why Customer Experience Matters
Customer experience is about removing friction, adding delight, and building trust. In today’s world, where people have endless options, experience often matters more than price. A great customer experience creates repeat buyers, glowing reviews, and word-of-mouth referrals.
A Real-World Picture
Apple Stores are designed for customer experience. Notice how there are no cash registers in sight? That’s intentional. The focus is on interaction, testing, and conversation. The seamless experience makes customers feel valued - and encourages them to return.
Humor Break
Bad customer experience is like going to a restaurant where the waiter ignores you for 20 minutes - and then brings the wrong order. You might laugh later, but you’ll never go back.
Action Step for You
Walk through your customer’s journey as if you were them. From discovering your business to buying and receiving your product, note every frustration and every delight. Pick one area to improve this week.
Closing
Customer experience is your brand in action. Prioritize it, and you’ll build loyalty for life. Next, we’ll explore Customer Retention and Loyalty - because keeping customers is even more valuable than finding new ones.
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