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The role of customer experience in marketing
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[QUOTE="Johnson2468, post: 302374, member: 93261"] Modern marketing now places a high priority on the customer experience (CX). customer experience is the total of all encounters a customer has with a brand while they are in the buying process. This covers everything from using customer service to make a transaction to perusing a website. For businesses trying to stand out and retain customers in today's fiercely competitive market, fostering positive customer experience is crucial. Customer loyalty is one of the major advantages of a successful customer experience strategy. If a customer has previously enjoyed working with a brand, they are more likely to do so again. This is crucial because repeat business from loyal customer generates more profits than that from drawing in new ones. They are also more likely to recommend the brand to others, which can lead to increased word-of-mouth marketing. Customer experience also plays a significant role in brand perception. Customers are more likely to perceive a brand favorably and recommend it to others if they had a favorable experience with it. This can improve customer acquisition and brand recognition. Negative encounters, on the other side, can severely harm a brand's reputation and turn away potential customers. In addition, customer experience can be a source of competitive advantage. In today's digital age, customers have more choices than ever before. A strong customer experience strategy can help differentiate a brand from its competitors and make it the preferred choice for customers. [/QUOTE]
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