There’s no arguing the growing value of providing customers with an enjoyable, personalised experience. In fact, a recent Walker study found that by the end of 2020, customer experience (CX) will overtake price and product as the key brand differentiator. With such emphasis and value being placed on creating a superior customer experience, businesses that prioritise CX and innovate the customer journey will be able to cultivate stronger brand loyalty than companies that don’t.
In Episode 4 of Esker On Air, host Scott Leahy chats with fellow Esker Customer Advocates Jairus Harper, Becky Mender and Sara Hanson for a panel discussion on all things CX — from Esker’s core CX values to how we provide our customers with the best possible experience to cultivate strong, long-lasting relationships.
What is CX?
Probably the best way to describe CX is the perception that customers have of your brand throughout their entire journey with your business — from the day they learn your product’s name, to the sale itself, to the customer support received after — every part is crucial to the way customers view and evaluate a company. The customer experience is an ongoing journey rather than a single interaction, and that’s why Esker developed it’s unique CX core values that Customer Advocates loyally adhere to as they assist customers throughout every step of their journey.
Esker’s CX Core Values: