Customers are more likely to repeat business and leave positive
reviews when they have a good customer experience (CX). Benefits of good
CX also include improved loyalty, increased customer satisfaction, and
better word-of-mouth marketing, including customer recommendations.
But what defines a ‘good’ customer experience? A good customer
experience doesn't only mean a pleasant engagement with the brand. A
customer typically interacts with a business to attain an outcome, for
example, to have an issue resolved. A positive customer experience,
therefore, means meeting those expectations and achieving the desired
outcome. When expectations are not met, can use bullets and
subheadings) outcomes are not achieved, or the experience is not
successful for any reason, then the customer will likely come away
having had a negative customer experience.