Investing in CX initiatives is requisite as an exceptional CX fosters customer loyalty, leading to repeat purchases and higher customer retention rates. When customers have positive experiences, they are more likely to become brand advocates, spreading positive word-of-mouth and attracting new customers.
CX also becomes a key differentiating factor in highly competitive markets, where products and services may be similar. Businesses that deliver outstanding experiences gain a competitive edge and stand out from their rivals.
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