\u201cYou are caller number 10; please stay on the line.\u201d A few years ago, a phone message like this from a company was a standard part of the customer experience.<\/p>\n\n\n\n
But today, customers expect more. They expect callback options. They expect to open a chat window on your website, send a text message or a tweet, and get a near-instant reply. They expect that you already know who they are when they call, that you\u2019re aware of their most recent order, and that you understand what they need next<\/em>. They don\u2019t want to repeat their information. And they definitely don\u2019t want to wait.<\/p>\n\n\n\n Customer expectations for good experiences keep soaring. They don\u2019t just want the right product at the right price \u2014 they want the full package. In our annual State of the Connected Customer report<\/a> that surveyed nearly 17,000 global customers, 91% of business buyers and 86% of consumers said the experience a company provides is as important as its products and services.<\/p>\n\n\n\n As products become less distinguishable by brand and price, a great customer experience has become essential for companies to differentiate themselves. Here are some ideas and strategies for building customer relationships that last.<\/p>\n\n\n\n Customer experience, also called CX, gets thrown around a lot. But how is it defined, and what does it mean?<\/p>\n\n\n\nTable of contents<\/h2>
What is customer experience?<\/h2>\n\n\n\n