Meaning ● Customer Experience, in the context of Small and Medium-sized Businesses (SMBs), represents the holistic perception a customer develops through every interaction with a business, spanning from initial awareness to long-term loyalty. This encompasses all touchpoints, digital and physical, influencing customer satisfaction and advocacy. For SMB growth, prioritizing the customer experience is a direct route to enhancing retention and attracting new clientele via positive word-of-mouth, which is more credible than paid advertising.
