Customer Experience 101

Customer Experience 101

Customer Experience 101 Jonathan Poland

Customer experience (CX) refers to the overall experience that a customer has with a company or brand, from their initial contact with the company to their post-purchase interactions. It includes all of the interactions that a customer has with a company, such as visiting the company’s website, making a purchase, using the company’s products or services, and communicating with the company’s customer service team.

Customer experience is an important consideration for businesses because it can have a significant impact on a customer’s satisfaction and loyalty. A positive customer experience can help to build strong relationships with customers and drive repeat business, while a negative customer experience can lead to customer dissatisfaction and lost sales. Companies can improve their customer experience by providing high-quality products and services, making it easy for customers to interact with the company, and being responsive to customer needs and concerns.

Here are a few examples of how a company can improve its customer experience:

  1. Make it easy for customers to find the information they need: Customers should be able to easily find the information they are looking for on your company’s website, such as product details, pricing, and contact information. This can be accomplished by having a well-designed website with clear navigation and search functionality.
  2. Provide excellent customer service: Customers should be able to easily contact your company with any questions or concerns they have, and they should receive prompt, helpful responses. This can be achieved by having a dedicated customer service team that is trained to handle customer inquiries and concerns in a professional and friendly manner.
  3. Offer a seamless purchasing process: The process of purchasing from your company should be smooth and easy for customers. This can be accomplished by providing clear product information and pricing, allowing customers to easily add items to their cart and checkout, and offering multiple payment options.
  4. Follow up with customers after their purchase: After a customer has made a purchase, it’s important to follow up to ensure that they are satisfied with their experience. This could involve sending a confirmation email, a survey to gather feedback, or a follow-up call to see if the customer has any questions or concerns.
Learn More
Channel Management Jonathan Poland

Channel Management

Channel management refers to the process of coordinating and optimizing the distribution channels that a company uses to bring its…

Accountability Jonathan Poland


Accountability refers to the responsibility of an organization or individual to provide explanations for their actions and accept responsibility for…

Cost Performance Index Jonathan Poland

Cost Performance Index

Cost Performance Index (CPI) is a project management metric that measures the efficiency of project cost management. It is calculated…

Motivation Jonathan Poland


Motivation is the driving force that inspires people to take action and pursue their goals. It is an important factor…

What is Fandom? Jonathan Poland

What is Fandom?

Fandom refers to the subculture that develops around particular popular culture series or formats, such as films, television shows, characters,…

Knowledge Capital Jonathan Poland

Knowledge Capital

Knowledge capital refers to the resources and capabilities that enable a nation, city, organization, or individual to engage in knowledge…

Maintainability Jonathan Poland


Maintainability refers to the relative ease and cost of maintaining an entity over its lifetime, including fixing, updating, extending, operating,…

Middlemen Jonathan Poland


A middleman is a person or organization that acts as an intermediary between a producer and a consumer. In a…

Marketing Metrics Jonathan Poland

Marketing Metrics

Marketing metrics are a way to evaluate the success of marketing efforts at various levels, such as the organization, team,…

Latest Thinking

Qualified Small Business Stock (QSBS) Jonathan Poland

Qualified Small Business Stock (QSBS)

Qualified Small Business Stock (QSBS) refers to a special classification of stock in the United States that offers significant tax…

Barrick Gold Jonathan Poland

Barrick Gold

Barrick Gold Corporation (NYSE: GOLD) is a significant player in the global economy, particularly within the gold mining industry. Its…

Newmont Corporation Jonathan Poland

Newmont Corporation

Newmont Corporation (NYSE: NEM), being the world’s largest gold mining corporation, with extensive operations in mining and production of not…

Gold is Money Jonathan Poland

Gold is Money

Overview The history of gold as money spans thousands of years and has played a pivotal role in the economic…

What is Leadership? Jonathan Poland

What is Leadership?

In the modern business world, where rapid changes, technological advancements, and global challenges are the norm, effective leadership is more…

Product Durability Jonathan Poland

Product Durability

A durable product, often referred to as a durable good, is a product that does not quickly wear out or,…

Durable Competitive Advantage Jonathan Poland

Durable Competitive Advantage

The most important aspect of durability is market fit. Unique super simple products or services that does change much if…

Praxeology Jonathan Poland


Praxeology is the study of human action, particularly as it pertains to decision-making and the pursuit of goals. The term…

Business Models Jonathan Poland

Business Models

Business models define how a company creates, delivers, and captures value. There are numerous business models, each tailored to specific…