Health
Health
Customer Experience Brand Impact
Map your customer journey and quantify the revenue impact of experience gaps.
What is Brand Experience (BX)?
Brand Experience (BX) encompasses every interaction a customer has with your brand, from the first time they visit your website to the unboxing moment and post-purchase support. Unlike Customer Experience (CX), which focuses on functionality, BX focuses on the emotional connection and promise delivery.
Why Measure Brand Experience?
A superior brand experience is the most sustainable competitive advantage. It leads to:
- Higher Loyalty: Customers who have an emotional connection with a brand have a 306% higher lifetime value.
- Reduced Churn: Frictionless experiences prevent customers from looking for alternatives.
- Word of Mouth: Delightful moments turn customers into advocates, lowering your acquisition costs.
How to Improve Your Experience Score
Use this calculator to identify friction points in your journey:
- Map the Journey: Look at the 5 key stages (Discovery, Inquiry, Purchase, Delivery, Support). Where is the score lowest?
- Fix the Basics: High wait times or slow websites are "hygiene factors"—if they are bad, nothing else matters.
- Create "Delight" Moments: Once the basics are fixed, add unexpected value (e.g., a handwritten note, a surprise discount) to boost emotional resonance.
Frequently Asked Questions
What is a good NPS score?
Generally, anything above 0 is good, above 20 is great, and above 50 is excellent. However, this varies heavily by industry.
How often should I update this data?
We recommend reviewing your experience metrics monthly. Customer expectations change rapidly, and a static process will eventually degrade.
What is the difference between BX and CX?
CX is about "ease of use" (Did I get what I wanted?). BX is about "feelings" (Did I enjoy the process and do I trust this company?).