Question

Explain: How does CX differ from customer satisfaction?

Answer 1

CX means overall customer experience of the customers with a product or brand. While customer satisfaction means the fulfillment of the customer’s expectation from the product or brand.

When buyer purchases a product then he or she has some expectation with the product. If the product meets those expectations then the customer will be satisfied with the product. And if the product does not meet the expectation then the customer will be dissatisfied. While CX means the positive as well negative experience of the consorter with the product. The experience may be positive or negative.

So the major difference between both the terms is that customer satisfaction comes under CX. It is a part of it. If customer experience with the company is very good then the customer will be satisfied.