A positive customer experience (CX) is vital to the success of every business, but many times when a business attempts to build a holistic CX — that is, one that affects customers on an emotional, cognitive, and social level, a 360-degree experience that covers the entire customer journey — they make costly mistakes that negatively affect the experience they designed.
Garin Hobbs is director of deal strategy at Iterable. He said, “CX matters. In fact, it’s basically going to surpass price and product as the main brand differentiator. A good CX builds brand affinity. A great CX enables a long-term, deep relationship between brand and consumer. An incredible CX establishes brand loyalty and evangelism.”
