{"id":11790,"date":"2025-04-29T10:16:51","date_gmt":"2025-04-29T03:16:51","guid":{"rendered":"https:\/\/www.cipher.co.th\/blogs\/customer-experience\/"},"modified":"2025-04-29T11:10:32","modified_gmt":"2025-04-29T04:10:32","slug":"customer-experience","status":"publish","type":"post","link":"https:\/\/www.cipher.co.th\/en\/blogs\/customer-experience\/","title":{"rendered":"What is Customer Experience? Why is it Essential for Today&#8217;s Businesses?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"11790\" class=\"elementor elementor-11790 elementor-11776\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-69350b9 e-flex e-con-boxed e-con e-parent\" data-id=\"69350b9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3bd9414 elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"3bd9414\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;exclude_headings_by_selector&quot;:[],&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;no_headings_message&quot;:&quot;No headings were found on this page.&quot;,&quot;headings_by_tags&quot;:[&quot;h2&quot;,&quot;h3&quot;,&quot;h4&quot;,&quot;h5&quot;,&quot;h6&quot;],&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<h4 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of Contents\t\t\t<\/h4>\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__3bd9414\" aria-expanded=\"true\" aria-label=\"Open table of contents\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__3bd9414\" aria-expanded=\"true\" aria-label=\"Close table of contents\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__3bd9414\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be9cc9d elementor-widget elementor-widget-text-editor\" data-id=\"be9cc9d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tIn today&#8217;s highly competitive and rapidly changing business world, having quality products or services alone is no longer sufficient. Businesses must increasingly focus on what&#8217;s called &#8220;Customer Experience&#8221; or &#8220;CX,&#8221; as this is the key to creating differentiation and competitive advantage. This article will help you gain a deeper understanding of how to create exceptional customer experiences.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-064d5da e-flex e-con-boxed e-con e-parent\" data-id=\"064d5da\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ded692c elementor-widget elementor-widget-heading\" data-id=\"ded692c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What is Customer Experience (CX)?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ea2a555 elementor-widget elementor-widget-image\" data-id=\"ea2a555\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"611\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-4-1024x611.webp\" class=\"attachment-large size-large wp-image-11798\" alt=\"\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-4-1024x611.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-4-300x179.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-4-768x459.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-4-500x299.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-4-700x418.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-4.webp 1340w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad071ae elementor-widget elementor-widget-text-editor\" data-id=\"ad071ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.cipher.co.th\/\"><strong>Customer Experience (CX)<\/strong><\/a> refers to the overall experience customers receive from interacting with a brand or organization\u2014from pre-purchase to purchase and post-purchase\u2014covering every touchpoint customers have with the brand.<\/p><p>Philip Kotler, the father of modern marketing, offers an interesting comparison of Customer Experience: it&#8217;s like a customer watching a great movie in a theater and being so impressed that they want to tell others about it, buy memorabilia, or even watch it again, collect the Blu-ray, or wait to watch it legally online. This is an example of the best service experience.<\/p><p>CX is not limited to customer service but is a broader overview consisting of these key components:<\/p><ul><li><b>Product and service experiences<\/b> &#8211; Product quality, features, after-sales service<\/li><li><b>Interaction experiences <\/b>&#8211; Communication with staff, ordering processes, payment methods<\/li><li><b>Channel experiences<\/b> &#8211; Stores, websites, applications, social media<\/li><li><b>Emotional experiences<\/b> &#8211; Impressions, satisfaction, or disappointment<\/li><li><b>Image and perception experiences<\/b> &#8211; Customer perceptions of the brand<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2dd7c8b elementor-widget elementor-widget-heading\" data-id=\"2dd7c8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How Customer Experience Differs from Customer Service and User Experience (UX)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c325e68 elementor-widget elementor-widget-text-editor\" data-id=\"c325e68\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Many people confuse the terms Customer Experience (CX), Customer Service, and User Experience (UX), but these three concepts have different meanings and scopes:<\/p><p><strong>Customer Experience (CX) vs. Customer Service<\/strong>: Customer Service refers to providing service to customers during the service period, including before and after using the service. It&#8217;s just one part of the overall Customer Experience. Another difference is that Customer Service typically focuses on solving problems, answering questions, and providing direct assistance to customers.<\/p><p><strong>Customer Experience (CX) vs. User Experience (UX)<\/strong>: User Experience (UX) refers to the user&#8217;s experience with products, such as the aesthetic appeal and ease of use of websites or applications. Meanwhile, Customer Experience (CX) is broader, including experiences before and after usage.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-93216be elementor-widget elementor-widget-image\" data-id=\"93216be\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.cipher.co.th\/en\/e-book-social-media-marketing-adapting-strategies-for-platforms\/\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"341\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-1-1024x341.webp\" class=\"elementor-animation-shrink attachment-large size-large wp-image-11789\" alt=\"e-book\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-1-1024x341.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-1-300x100.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-1-768x256.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-1-500x167.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-1-700x233.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/e-book-1.webp 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8a56b4c elementor-widget elementor-widget-heading\" data-id=\"8a56b4c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why Customer Experience is Important for Today's Businesses<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5acb4c2 elementor-widget elementor-widget-text-editor\" data-id=\"5acb4c2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In an era where customers have numerous choices, business competition is fierce, and information is easily accessible, Customer Experience has become a crucial factor affecting business success. Customer Experience Marketing is unavoidable for brands aiming for sustainable growth. Consider these interesting statistics:<\/p><ul><li>70% of consumers choose to switch brands for better quality products (Forbes)<\/li><li>81% of customers will switch to another brand due to poor customer service (WalkerInfo)<\/li><li>56% of customers will share negative experiences with others (WalkerInfo)<\/li><li>48% of consumers are willing to pay more for better customer service quality (Forbes)<\/li><\/ul><p>Additionally, creating a good Customer Experience benefits businesses in several ways:<\/p><ul><li><strong>Increased sales and revenue<\/strong> &#8211; Customers with positive experiences tend to buy more and more frequently<\/li><li><strong>Brand loyalty<\/strong> &#8211; Impressed customers are more likely to return for repeat business<\/li><li><strong>Word-of-mouth marketing<\/strong> &#8211; Satisfied customers will recommend the brand to others, which is more valuable than advertising investments<\/li><li><strong>Lower customer acquisition costs<\/strong> &#8211; Customer retention costs 5-25 times less than acquiring new customers<\/li><li><strong>Differentiation from competitors<\/strong> &#8211; In markets where products and services are similar, good experiences create differentiation<\/li><\/ul><p>According to <a href=\"https:\/\/www.zendesk.com\/th\/blog\/why-companies-should-invest-in-the-customer-experience\/\" target=\"_blank\" rel=\"nofollow noopener\"><strong>research by Zendesk<\/strong><\/a>, investing in customer experience has a direct impact on a company&#8217;s bottom line and long-term growth potential.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-257403e elementor-widget elementor-widget-heading\" data-id=\"257403e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Core Elements of Customer Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d35c5f5 elementor-widget elementor-widget-text-editor\" data-id=\"d35c5f5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Creating a good Customer Experience requires focusing on key elements that marketing teams should prepare for:<\/p><ul><li><strong>Customer needs and expectations data<\/strong> &#8211; Study and understand what customers want and expect<\/li><li><a href=\"https:\/\/www.cipher.co.th\/en\/services\/social-media-marketing\/\"><strong>Personalization Marketing<\/strong><\/a> &#8211; Individualized marketing that addresses the needs of each customer<\/li><li><strong>Ease of access<\/strong> &#8211; Make it convenient for customers to access information and contact channels<\/li><li><strong>Consistency<\/strong> &#8211; Maintain standards of service and good experiences continuously<\/li><li><strong>Creating emotional connections<\/strong> &#8211; Make customers feel emotions such as fun, excitement, or appreciation<\/li><\/ul><p>These elements work in harmony with <a href=\"https:\/\/www.cipher.co.th\/en\/blogs\/marketing-mix\/\"><strong>marketing mix principles<\/strong> <\/a>to create a comprehensive approach to customer satisfaction.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9fe074d elementor-widget elementor-widget-heading\" data-id=\"9fe074d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What is Customer Experience Management (CXM)?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d59b5c7 elementor-widget elementor-widget-image\" data-id=\"d59b5c7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"611\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-6-1024x611.webp\" class=\"attachment-large size-large wp-image-11802\" alt=\"\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-6-1024x611.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-6-300x179.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-6-768x459.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-6-500x299.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-6-700x418.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/Customer-Experience-6.webp 1340w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c32038 elementor-widget elementor-widget-text-editor\" data-id=\"8c32038\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Customer Experience Management (CXM or CEM) involves systematically managing customer experiences to create satisfaction and impressions for customers. It focuses on designing and delivering the best experiences at every touchpoint between customers and the brand.<\/p><p>CXM includes these important steps:<\/p><ul><li><a href=\"https:\/\/www.cipher.co.th\/en\/blogs\/what-is-crm-benefits\/\"><strong>Customer analysis and understanding<\/strong><\/a> &#8211; Study data, behavior, and customer needs<\/li><li><b>Customer experience design<\/b> &#8211; Create experiences that meet expectations and create impressions<\/li><li><b>Internal process improvement <\/b>&#8211; Develop processes that align with the desired experience<\/li><li><b>Personnel development<\/b> &#8211; Build skills and service consciousness in employees<\/li><li><b>Technology implementation<\/b> &#8211; Enhance service efficiency and convenience through technology<\/li><li><b>Evaluation and measurement <\/b>&#8211; Continuously monitor and measure customer experiences<\/li><li><b>Continuous improvement <\/b>&#8211; Use evaluation results for ongoing improvements<\/li><\/ul><p>Effective CXM often requires <a href=\"https:\/\/www.cipher.co.th\/blogs\/compare-enterprise-cms\/\"><strong>enterprise-level content management systems<\/strong><\/a> to deliver consistent experiences across multiple channels.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e98845f elementor-widget elementor-widget-heading\" data-id=\"e98845f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7 Key Components of Customer Experience Management<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a2d0ed8 elementor-widget elementor-widget-text-editor\" data-id=\"a2d0ed8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>For effective Customer Experience Management, there are 7 key components:<\/p><ul><li><strong>Customer Insight<\/strong> &#8211; Deeply understand customer needs and behaviors to clearly visualize the Customer Journey<\/li><li><strong>Personalization<\/strong> &#8211; Deliver specific experiences to each customer by analyzing data and customer segmentation<\/li><li><strong>Consistency across all channels<\/strong> &#8211; Build confidence and seamless experiences across all channels, both online and offline (Omnichannel)<\/li><li><strong>Research &amp; Development<\/strong> &#8211; Continuously check, measure, and improve customer experience strategies<\/li><li><strong>Innovation &amp; Technology<\/strong> &#8211; Efficiently use technology to create good experiences for customers, such as CRM systems, Contact Centers, Chatbots<\/li><li><strong>Customer Satisfaction<\/strong> &#8211; Create emotional connections with customers, not just meeting functional needs but creating memorable experiences<\/li><li><strong>Employee Engagement<\/strong> &#8211; Develop and motivate employees to deliver great experiences to customers<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-869b0d9 elementor-widget elementor-widget-heading\" data-id=\"869b0d9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to Create a Good Customer Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-68528e9 elementor-widget elementor-widget-text-editor\" data-id=\"68528e9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Creating a good Customer Experience is a key to business success in today&#8217;s era. Here are important strategies to help you understand how to create impressive customer experiences:<\/p><ul><li><strong>Understand customer needs<\/strong> &#8211; Study behavior, listen to opinions, and learn customers&#8217; true needs<\/li><li><strong>Develop seamless experiences<\/strong> &#8211; Enable customers to contact, order, and receive services smoothly through any channel<\/li><li><strong>Provide timely and quick service<\/strong> &#8211; Respond to questions and customer needs quickly to show you value their time<\/li><li><strong>Train employees to have skills and a service focus<\/strong> &#8211; Develop employees to be professional, enthusiastic, and able to solve problems effectively<\/li><li><strong>Implement technology<\/strong> &#8211; Use digital technology to increase convenience and efficiency in service, such as appropriate CMS systems, chatbots, and applications<\/li><li><strong>Create diverse communication channels<\/strong> &#8211; Open channels for customers to easily contact, inquire, and express opinions<\/li><li><a href=\"https:\/\/www.cipher.co.th\/en\/services\/social-media-management\/\"><strong>Listen to customer feedback and continuously improve<\/strong> <\/a>&#8211; Survey opinions, analyze suggestions, and improve products or services<\/li><\/ul><p>Implementing <a href=\"https:\/\/www.cipher.co.th\/en\/services\/social-media-management\/\"><strong>professional social media management<\/strong><\/a> is particularly effective for monitoring customer sentiment and engaging with your audience in real-time.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e49e061 elementor-widget elementor-widget-heading\" data-id=\"e49e061\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">6 Causes of Poor Customer Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8fb3b40 elementor-widget elementor-widget-text-editor\" data-id=\"8fb3b40\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>While creating a good Customer Experience is important, there are several causes that can worsen the customer experience, which businesses should avoid:<\/p><ol><li><strong>Over-reliance on automated responses<\/strong> &#8211; Using automated response systems too much can frustrate customers when they need to talk to actual staff<\/li><li><strong>Long waiting times<\/strong> &#8211; Making customers wait too long for callbacks due to insufficient staff<\/li><li><strong>Poorly trained staff<\/strong> &#8211; Employees without proper training may show negative emotions to customers<\/li><li><strong>Not understanding customer needs<\/strong> &#8211; Staff unable to understand and respond to customers&#8217; true needs<\/li><li><strong>Ineffective problem-solving methods<\/strong> &#8211; Recommending solutions that don&#8217;t work, disappointing customers<\/li><li><strong>One-size-fits-all service<\/strong> &#8211; Providing the same service to everyone without considering specific customer needs<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4953504 elementor-widget elementor-widget-heading\" data-id=\"4953504\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer Experience Measurement Tools<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb76c81 elementor-widget elementor-widget-text-editor\" data-id=\"cb76c81\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Measuring the success of Customer Experience creation is important to know if strategies are working well and what areas need improvement. Popular measurement tools include:<\/p><ul><li><strong>Customer Effort Score (CES)<\/strong> &#8211; Measures how easy or difficult it is to use a service or solve a problem; higher scores indicate customers find it easy to use<\/li><li><strong>Net Promoter Score (NPS)<\/strong> &#8211; Measures the likelihood that customers will recommend the brand to others with questions like &#8220;How likely are you to recommend us to friends or acquaintances (0-10)?&#8221;<\/li><li><strong>Customer Satisfaction Score (CSAT)<\/strong> &#8211; Directly measures customer satisfaction with questions like &#8220;Are you satisfied with our service?&#8221; or satisfaction ratings<\/li><li><strong>Time To Resolution (TTR)<\/strong> &#8211; Measures the time taken to resolve customer issues; faster is better<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c3d075 elementor-widget elementor-widget-heading\" data-id=\"2c3d075\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Examples of Brands Successful in Creating Customer Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5398f76 elementor-widget elementor-widget-text-editor\" data-id=\"5398f76\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tStudying success examples from leading brands can inspire businesses looking to develop their Customer Experience. Here are examples of outstanding brands:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-53f4b85 elementor-widget elementor-widget-heading\" data-id=\"53f4b85\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Disney<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-627da0c elementor-widget elementor-widget-text-editor\" data-id=\"627da0c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Disney stands out in creating impressive experiences for customers with strategies such as:<\/p><ul><li><b>Creating exciting atmospheres and experiences<\/b> &#8211; Designing theme parks and resorts filled with charm and detailed decorations<\/li><li><b>Convenient online booking and ticketing systems<\/b> &#8211; Saving time and facilitating customers<\/li><li><b>Attention to small details <\/b>&#8211; Such as allowing customers to take photos with characters and mascots, and having facilities to accommodate all customer groups<\/li><li><b>Excellent service<\/b> &#8211; Employees trained to serve with smiles and friendliness<\/li><li><b>Safety<\/b> &#8211; Strict security measures and systems<br \/>Continuous improvement and development &#8211; Constantly developing and improving experiences<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-302fbc0 elementor-widget elementor-widget-heading\" data-id=\"302fbc0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Netflix<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6b9296 elementor-widget elementor-widget-text-editor\" data-id=\"e6b9296\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Netflix uses Customer Experience strategies focusing on understanding each customer&#8217;s needs:<\/p><ul><li><strong>Analyzing customer insights<\/strong> &#8211; Studying what content each customer likes to watch<\/li><li><strong>Recommending appropriate content<\/strong> &#8211; Analyzing data to recommend movies or series customers might like<\/li><li><strong>Creating specific feeds<\/strong> &#8211; Displaying interesting content for each customer on their feed<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21533de elementor-widget elementor-widget-heading\" data-id=\"21533de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7 Interesting Customer Experience Statistics<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ce6117 elementor-widget elementor-widget-text-editor\" data-id=\"7ce6117\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>These statistics will help you understand the importance of Customer Experience and trends businesses should pay attention to:<\/p><ol><li><strong>Challenges in understanding customers<\/strong> &#8211; 22% of business leaders admit that understanding customer needs is difficult, and another 21% find adapting to rising expectations challenging (HubSpot)<\/li><li><strong>AI&#8217;s role in Customer Experience<\/strong> &#8211; 86% of Customer Experience leaders believe AI will help elevate experiences delivered to customers, and 77% expect AI will be able to communicate with most customers without staff by 2025 (HubSpot)<\/li><li><strong>Customers prefer self-service channels<\/strong> &#8211; 55% of customers want to use self-service channels such as knowledge bases or chatbots for quick problem resolution (HubSpot)<\/li><li><strong>Importance of personalized communication<\/strong> &#8211; 46% of customers look for personalized communication across multiple touchpoints (HubSpot)<\/li><li><strong>Expectations for problem resolution<\/strong> &#8211; 67% of customers expect problems to be resolved within 3 hours, with 21% expecting immediate resolution, 23% willing to wait up to one hour, and another 23% willing to wait up to 3 hours (HubSpot)<\/li><li><strong>Connecting all channels<\/strong> &#8211; 79% of survey respondents confirm that being ready to serve across all channels customers use is important (HubSpot)<\/li><li><strong>Customer retention and loyalty building<\/strong> &#8211; 31% of Customer Service leaders give highest priority to customer retention and customer loyalty (HubSpot)<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1cc8b28 elementor-widget elementor-widget-heading\" data-id=\"1cc8b28\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Preparing for Customer Experience Implementation<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-40be2a4 elementor-widget elementor-widget-text-editor\" data-id=\"40be2a4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Before starting Customer Experience Management, you should prepare in various areas:<\/p><ul><li><b>Understand target audience behavior<\/b> &#8211; Listen to all customer opinions through various channels, including social media, surveys, and staff who communicate directly with customers<\/li><li><b>Plan work clearly<\/b> &#8211; Review business objectives clearly so that Customer Experience aligns with the main business goals<\/li><li><b>Operate systematically<\/b> &#8211; Focusing on:<br \/><b>Touch points<\/b> &#8211; Channels where customers contact the brand<br \/><b>Interactions<\/b> &#8211; Quality of communication between staff and customers<br \/><b>Engagement <\/b>&#8211; Opportunities to create impressions for customers<\/li><li><b>Measure systematically<\/b> &#8211; Use these indicators:<br \/>CSAT (Customer Satisfaction Score) &#8211; Customer satisfaction scores<br \/>NPS (Net Promoter Score) &#8211; Score of likelihood that customers will recommend the brand to others<\/li><li><b>Create transparency for the brand<\/b> &#8211; Transparency leads to credibility; customers look for brands with ethics and understanding that align with them<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-245a80f elementor-widget elementor-widget-heading\" data-id=\"245a80f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Impact if Businesses Ignore Customer Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-942c75e elementor-widget elementor-widget-text-editor\" data-id=\"942c75e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Neglecting Customer Experience can have serious negative effects on businesses in many areas:<\/p><ol><li><b>Loss of customers<\/b> &#8211; Customers who receive bad experiences typically don&#8217;t return and tell others about their bad experiences<\/li><li><b>Reputation damage<\/b> &#8211; Reviews and complaints on social media have high destructive power; just a few posts can destroy long-established reputations<\/li><li><b>Financial loss<\/b> &#8211; Businesses must spend enormous amounts to fix reputations and attract new customers<\/li><li><b>Lost opportunities<\/b> &#8211; Competitors who prioritize Customer Experience will seize opportunities to take your customers<\/li><li><b>Unhappy employees<\/b> &#8211; Employees must face angry, complaining customers, affecting their mental state and work efficiency<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-02827b6 elementor-widget elementor-widget-heading\" data-id=\"02827b6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer Experience Management Systems<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-16aa050 elementor-widget elementor-widget-text-editor\" data-id=\"16aa050\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Today, various technologies and systems help businesses manage Customer Experience efficiently, with options suitable for different businesses:<\/p><ul><li><b>CRM (Customer Relationship Management) systems <\/b>&#8211; Help collect customer data, analyze behavior, and build good relationships<\/li><li><b>Chat Management systems<\/b> &#8211; Help answer questions, provide consultation, and solve problems for customers through chat channels like LINE OA, Facebook Messenger<\/li><li><b>Omnichannel systems <\/b>&#8211; Connect all contact channels together to create seamless experiences for customers<\/li><li><b>Contact Center systems<\/b> &#8211; Central hubs for communicating with customers, helping create impressions and quickly solve problems<\/li><li><b>Chatbot systems<\/b> &#8211; Use AI to answer questions and provide basic customer assistance, reducing staff workload and providing 24-hour service<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10af02d elementor-widget elementor-widget-heading\" data-id=\"10af02d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer Experience Services Businesses Should Prioritize<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2022814 elementor-widget elementor-widget-text-editor\" data-id=\"2022814\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If you&#8217;re considering improving Customer Experience in your business, there are key services to prioritize:<\/p><ol><li><strong>Efficient CRM system<\/strong> &#8211; For systematic customer data collection and analysis<\/li><li><strong>Membership and point collection systems<\/strong> &#8211; To build loyalty and stimulate repeat purchases<\/li><li><strong>Multi-channel customer service (Omnichannel)<\/strong> &#8211; So customers can conveniently contact through preferred channels<\/li><li><strong>AI technology and Chatbots<\/strong> &#8211; To answer questions and serve customers 24 hours a day<\/li><li><strong>Voice of Customer collection and analysis<\/strong> &#8211; To understand customer needs and opinions<\/li><li><strong>Employee training<\/strong> &#8211; To ensure employees have good skills and attitudes in customer service<\/li><li><strong>Development of easy<\/strong>-to-use applications and websites &#8211; So customers can conveniently access information and services<\/li><li><strong>Creating CX testing and measurement programs<\/strong> &#8211; To continuously evaluate and improve customer experiences<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2fac543 elementor-widget elementor-widget-heading\" data-id=\"2fac543\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion: Why Focus on Customer Experience?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0fa5ac0 elementor-widget elementor-widget-text-editor\" data-id=\"0fa5ac0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Customer Experience (CX) is a key to creating differentiation and business advantage in today&#8217;s highly competitive era. Creating good customer experiences requires understanding customer needs, designing seamless experiences, using technology appropriately, and continuous development.<\/p><p>Businesses that prioritize CX can create satisfaction, loyalty, and word-of-mouth from customers, which is a worthwhile investment that generates long-term sustainable returns. For comprehensive <a href=\"https:\/\/www.cipher.co.th\/\"><strong>customer experience solutions<\/strong><\/a>, partnering with experienced digital agencies can help accelerate your CX transformation journey.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e4784a elementor-widget elementor-widget-image\" data-id=\"4e4784a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.cipher.co.th\/en\/services\/social-media-marketing\/\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"341\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-1024x341.webp\" class=\"elementor-animation-shrink attachment-large size-large wp-image-11793\" alt=\"\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-1024x341.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-300x100.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-768x256.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-500x167.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing-700x233.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/04\/service-social-media-marketing.webp 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-72dba2a e-flex e-con-boxed e-con e-parent\" data-id=\"72dba2a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8cd671e elementor-widget elementor-widget-heading\" data-id=\"8cd671e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Frequently Asked Questions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a68bb5 elementor-widget elementor-widget-heading\" data-id=\"2a68bb5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">What is the role of Customer Experience? <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0f9471e elementor-widget elementor-widget-text-editor\" data-id=\"0f9471e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tCustomer Experience is responsible for creating experiences at the &#8220;brand&#8221; level by anticipating customer needs in advance and preparing support throughout the customer journey. This covers phone contacts, in-store service, and all related experiences including all digital channels.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b872793 elementor-widget elementor-widget-heading\" data-id=\"b872793\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">What are examples of CEM? <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21ad0d6 elementor-widget elementor-widget-text-editor\" data-id=\"21ad0d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tStarbucks is an example of a brand that uses Customer Experience Management (CEM) excellently. They don&#8217;t just sell coffee but create a unique culture and experience through store decoration, atmosphere, and service. Starbucks understands that brand value isn&#8217;t just in the product but in the overall experience customers receive, whether it&#8217;s sitting and chatting, working, or meeting others in a relaxing and friendly space.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb3890a elementor-widget elementor-widget-heading\" data-id=\"cb3890a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">What are the CX processes? <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f75afa3 elementor-widget elementor-widget-text-editor\" data-id=\"f75afa3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Customer Experience (CX) Development Approach:<\/p><ul><li><strong>Listen<\/strong>: Ask for opinions and suggestions from customers through various channels to understand their true needs and expectations<\/li><li><strong>Understand<\/strong>: Analyze collected data to deeply understand customer behavior, preferences, and needs<\/li><li><strong>Fix<\/strong>: Use the data to improve products, services, and work processes to directly address customer needs<\/li><li><strong>Develop<\/strong>: Create good, impressive experiences that exceed customer expectations to differentiate from competitors<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ce9235e elementor-widget elementor-widget-heading\" data-id=\"ce9235e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">How can you create a good Customer Experience to sustainably maintain your customer base?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2e16442 elementor-widget elementor-widget-text-editor\" data-id=\"2e16442\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li><b>Analyze target customer behavior and expectations<\/b>: Study and understand what customers want, expect, and their buying behavior to design appropriate experiences<\/li><li><b>Set clear objectives for creating Customer Experience<\/b>: Set clear goals about how you want customers to feel after interacting with your brand and plan operations to achieve those goals<\/li><li><b>Understand customer journeys and increase contact channels<\/b>: Analyze the Customer Journey at every touchpoint and develop diverse contact channels so customers can easily access the brand<\/li><li><b>Collect customer insights to improve every step<\/b>: Continuously gather customer data and opinions to improve and develop every component of the customer experience<\/li><li><b>Develop the quality of staff in each department<\/b>: Train and develop employee skills to have knowledge, abilities, and good attitudes in providing service and delivering good experiences to customers<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Table of Contents In today&#8217;s highly competitive and rapidly changing business world, having quality products or services alone is no [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":11800,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_angie_page":false,"content-type":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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