#customer experience

77% of people are more likely to buy when referred by a friend - yet most companies focus on acquisition, not experience. Customer experience spans three critical stages: acquisition (set real expectations), product delivery (add bonuses, focus on aesthetics), and post-sale support (always follow up). Apple proves premium pricing works when the experience justifies it.

Friend recommendations outweigh a thousand ignored marketing messages, making customer loyalty the holy grail of CXM. Effective systems require automatic content updates (manual updates allow errors), easy collaboration (centralized information beats email chains), and continuous monitoring providing real-time insights into how each client experiences your business across four lifecycle phases: awareness, evaluation, purchasing, and post-purchase.