{"id":14122,"date":"2025-04-22T16:06:27","date_gmt":"2025-04-22T14:06:27","guid":{"rendered":"https:\/\/www.innowerft.com\/?p=14122"},"modified":"2026-08-06T14:37:04","modified_gmt":"2026-08-06T12:37:04","slug":"customer-experience-creating-a-holistic-customer-experience","status":"publish","type":"post","link":"https:\/\/www.innowerft.com\/en\/customer-experience-ganzheitliches-kundenerlebnis-gestalten\/","title":{"rendered":"What is customer experience (CX) and why is it important?"},"content":{"rendered":"<p style=\"font-weight: 400;\">Customer Experience (CX) describes the overall experience that customers have with a company across all touchpoints. This includes all interactions throughout the customer journey \u2013 from the first time a customer becomes aware of a brand right through to after-sales service and beyond.<\/p>\n<p style=\"font-weight: 400;\">CX encompasses both the functional and emotional aspects of the customer relationship and has a significant influence on how a company is perceived.<\/p>\n<p style=\"font-weight: 400;\">Typical touchpoints in the customer experience are:<\/p>\n<ul style=\"font-weight: 400;\">\n<li>Website and digital products<\/li>\n<li>Marketing and advertising campaigns<\/li>\n<li>Purchasing and Ordering Process<\/li>\n<li>Customer Service and Support<\/li>\n<li>Onboarding and using a product<\/li>\n<li>After-sales communication<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">A strong customer experience is created through:<\/p>\n<ul style=\"font-weight: 400;\">\n<li>Consistent communication across all channels<\/li>\n<li>intuitive and user-friendly processes<\/li>\n<li>prompt and helpful customer service<\/li>\n<li>personalised approach<\/li>\n<li>positive emotional experiences<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">The benefits of a good CX are:<\/p>\n<ul style=\"font-weight: 400;\">\n<li>greater customer satisfaction<\/li>\n<li>greater customer retention and loyalty<\/li>\n<li>lower churn rate<\/li>\n<li>higher referral rates<\/li>\n<li>higher customer lifetime value in the long term<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">For start-ups, customer experience is a key factor for success, as it often determines how they stand out in nascent markets. A good CX can help win over early customers and enable sustainable growth.<\/p>\n<p style=\"font-weight: 400;\">innoWerft helps start-ups to develop customer-centric products, systematically analyse user feedback and design digital experiences that are both functionally compelling and emotionally engaging.<\/p>","protected":false},"excerpt":{"rendered":"<p>Customer experience (CX) describes the entire experience that customers have with a company across all contact points - from the first interaction to after-sales service. A positive CX is created through consistent communication, user-friendly processes and emotional loyalty. The aim is to increase customer satisfaction and build long-term relationships.<\/p>","protected":false},"author":5,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","inline_featured_image":false,"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[47],"tags":[],"class_list":["post-14122","post","type-post","status-publish","format-standard","hentry","category-glossareintrag"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Was ist Customer Experience (CX) und warum ist sie wichtig? - innoWerft<\/title>\n<meta name=\"description\" content=\"Customer Experience umfasst alle Erfahrungen, die Kund:innen mit einer Marke machen \u2013 \u00fcber alle Touchpoints hinweg.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.innowerft.com\/en\/customer-experience-creating-a-holistic-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Was ist Customer Experience (CX) und warum ist sie wichtig? - innoWerft\" \/>\n<meta property=\"og:description\" content=\"Customer Experience umfasst alle Erfahrungen, die Kund:innen mit einer Marke machen \u2013 \u00fcber alle Touchpoints hinweg.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.innowerft.com\/en\/customer-experience-creating-a-holistic-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"innoWerft\" \/>\n<meta property=\"article:published_time\" content=\"2025-04-22T14:06:27+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-08-06T12:37:04+00:00\" \/>\n<meta name=\"author\" content=\"innoWerft\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"innoWerft\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.innowerft.com\\\/customer-experience-ganzheitliches-kundenerlebnis-gestalten\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.innowerft.com\\\/customer-experience-ganzheitliches-kundenerlebnis-gestalten\\\/\"},\"author\":{\"name\":\"innoWerft\",\"@id\":\"https:\\\/\\\/www.innowerft.com\\\/#\\\/schema\\\/person\\\/b6d8ecd2909ecb64dd41a275667730ab\"},\"headline\":\"Was ist Customer Experience (CX) und warum ist sie wichtig?\",\"datePublished\":\"2025-04-22T14:06:27+00:00\",\"dateModified\":\"2026-08-06T12:37:04+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.innowerft.com\\\/customer-experience-ganzheitliches-kundenerlebnis-gestalten\\\/\"},\"wordCount\":211,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.innowerft.com\\\/#organization\"},\"articleSection\":[\"Glossareintrag\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.innowerft.com\\\/customer-experience-ganzheitliches-kundenerlebnis-gestalten\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.innowerft.com\\\/customer-experience-ganzheitliches-kundenerlebnis-gestalten\\\/\",\"url\":\"https:\\\/\\\/www.innowerft.com\\\/customer-experience-ganzheitliches-kundenerlebnis-gestalten\\\/\",\"name\":\"Was ist Customer Experience (CX) und warum ist sie wichtig? 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