The importance of customer experience (CX) was highlighted in a big way by the Fox News network way back in 2016, which said that SEO stands for Search Experience Optimization.
Their report considered that Google uses big data, information collected from its Play store, search engine usage and Chrome user patterns to judge which websites should rank the highest. Those that rank the lowest are the ones that offer a poor customer (read: user) experience.
Another reason CX matters is that acquiring new customers is far more expensive than selling to existing ones.
When you sell to existing customers, you already know what they like, and (I hope) you already have plenty of information about them.
A good CX helps turn a current customer into a warm lead so that the customer may be sold to again and again.
Think about that the next time you optimise your customer journey.
