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Why Should Brands Focus on Customer Experience in 2021?

You could have the highest quality product or service within your niche at a price like no other. It still won’t amount to much if your sales reps are surly and your site is too difficult to navigate. Why, you ask? Because that is exactly the kind of thing that makes for an underwhelming customer experience. Should that bother you? Yes! Read on to see why.

What is Customer Experience?

Let’s keep it simple, suppose a new customer goes to buy something from your website. From browsing your e-commerce store and learning about your products to the final purchase, their entire journey contributes to their customer experience.

In other words, CX is how good or bad a time customer has when interacting with your domain and all the people associated with your brand. 

Why is Customer Experience Necessary?

A study conducted by PEGA showed that 92% of organizations understand how essential it is to have a customer-centric service plan. It all comes down to building strong relationships that lead to loyal customers by ensuring speedy service, easily accessible product information, polite and understanding sales reps, and a simple user interface.

Brand Differentiation Made Easy

With all the uncountable organizations on the internet today, it isn’t easy to find a completely original idea, product, or service unique to a particular company. Generally, most businesses tend to overlap in the products they provide. For instance, there are a few hundred businesses online that offer to clothe. More still that specializes in evening wear or street fashion.

As it is, it’s pretty tricky creating a unique image for yourself based entirely on a ‘unique’ product since there’s almost always some competitor serving the same niche. However, you can personalize yourself based on exceptional customer experience. If you work to care for your consumers and their shopping experience, then you’re one step closer to stepping up from commodity to brand.

Good CX Ensures Repeat Customers

Our minds aren’t as technical as we’d like them to be. It’s impossible to decide on what brand you find superior based solely on the product’s quality and price. We work in a more emotionally susceptible way. A quick and easy navigation system, an attractive user interface, and a considerate staff tickle that part of our brain that governs loyalty more than a reasonable price could.

It doesn’t matter if a brand has the best price for an excellent quality product. They will end up losing their customers to a brand with moderately good quality products sold at a higher price if they disregard providing a good customer experience. But, if your customer has a good experience with your brand the first time, they are sure to come again.

Increased Brand Recognition

As you begin personalizing your brand with a clearly defined strategy for providing top-tier CX, you’ll end up with a more extensive customer base, many of them forging loyal bonds with your brand.

These loyal customers will become advocates for your brand, effectively spreading awareness about your products to their friends and family. Consequently, your brand recognition will skyrocket thanks to this free publicity.

Learn more about how to Delight Your Customers and Increase Revenue


Customers are the lifeline for every business on the planet. There’s no denying that. As such, brands must ensure that a customer remains delighted with their experience throughout their journey. 

With CardClan at your disposal, you can reach your customers in new and creative ways for different events and holidays plus, remarketing has a whole new name with custom digital cards in the mix.

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