A wonderful customer experience is at the heart of every successful business. When customers feel valued and enjoy the overall experience of doing business with a brand, they’ll often come back for more. They are most likely to become loyal customers and help the business or the company to boost revenue.

Thus, what is customer experience and why is it important? Customer experience is the impression of customers have of one’s brand as a whole throughout all aspects of the buyer's journey. It results in their view of the brand and impacts factors related to the bottom line including revenue.

The two primary touch points that create the customer experience are people and products/services. The people within the company help customers to solve their problems by choosing the right product/service, or even their satisfaction after using the product/service.

Hence, creating a great customer experience is important, it doesn’t just make generally good business sense, instead, it’s the key to driving long-term business growth.