Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the buyer's journey. It results in their view of your brand and impacts factors related to your bottom line including revenue. Customer Experience doesn't just begin with the sale of the product.  The Customer Experience begins when the customer is first introduced to your product/service.   

Why is customer experience so important? Here are some reasons:

1. Customer retention: Good customer experience leads to customer satisfaction, which in turn increases customer loyalty and retention. Repeat customers are the backbone of any business, and it is much easier and less costly to retain existing customers than to acquire new ones.

2. Word-of-mouth marketing: A positive customer experience leads to positive word-of-mouth marketing. Satisfied customers are more likely to recommend your business to friends and family, and positive reviews online can attract new customers to your business.

3. Competitive advantage: With so many businesses competing for customers' attention, providing exceptional customer experience can give you a competitive advantage. Customers are more likely to choose a business that offers excellent customer experience over a competitor with a less-than-stellar reputation.

4. Increased revenue: Satisfied customers are more likely to spend more money on your products and services. They are also more likely to make repeat purchases, leading to increased revenue for your business.

In the video below, we will watch the cashier provide a good and bad customer experience. We will take note of the customers' reactions and words used. Notice how the customer responds when the cashier and fellow co-workers provide a good customer experience vs a bad experience.