What is customer experience? Definition, examples, strategies

Growing up, the author fondly recalls purchasing their first pair of Nike sneakers, an experience that underscores the importance of customer experience, a concept that encompasses a customer's perception and interaction with a product from pre-purchase to post-purchase stages. Customer experience differs from the customer journey, which outlines the steps a customer takes, and customer service, which is a touchpoint where support is provided. A positive customer experience is crucial for repeat purchases, customer loyalty, and advocacy, reducing complaints and service costs while enhancing satisfaction. Managing customer experience involves understanding customer journeys, monitoring emotions, and creating strategies based on insights gathered through qualitative and quantitative research. Product managers focus on customer insights to prioritize feature implementation and resolve issues, with tools like LogRocket offering analytics to improve user experience. The ultimate goal is to transform users into advocates by continuously refining customer interactions with the product.