Customer Experience (CX) is now the Number One Priority for Businesses [2021]

Thursday, 6th May 2021

2021 has served up a lot of shifts in consumer trends and behaviours...

Customer Experience

2021 has served up a lot of shifts in consumer trends and behaviours, with the Covid-19 lockdowns giving people time to evaluate everything from their work-life balance and their personal value systems to the way they like to shop.

One of the main emerging trends is the shift towards a qualitative approach, rather than a quantitative approach, in which consumers would rather pay extra for a quality product or service than be purely price-driven.

As part of this shift in mindset, there has been a major focus from businesses on raising their customer experience offering, with ‘CX’ as it’s referred to overtaking price or service delivery as the number one priority.

In a recent survey by SuperOffice, nearly 46% of business professionals surveyed revealed that delivering the best possible CX was their main priority for the next 5 years, based largely on a broader research set from PWC showing that improved CX can help you double your revenue within 36 months.

Fast CX Survey Facts

  • 86% of customers are will to pay more for a great customer experience
  • The more expensive the item, the more customers are willing to pay for it as long as the CX is of the highest quality
  • 49% of buyers have made impulse purchases based on a positive in-moment personalized customer experience

What is Customer Experience, exactly?

Simply put, CX is the way a customer feels about the way you treat them in the immediate and in particular the longer term.

The more a customer feels you actually care about them, and create experiences that match their preferences, the more loyalty they will feel and the more they will spend with you, rather than moving to an alternative.

The goal for businesses should be to develop honest, value-laden relationships with their customers across the entire customer journey, ensuring that every touchpoint – digital and real-world – connects seamlessly to deliver the customer exactly what they are looking for.

Putting CX into a digital context

Most businesses engage their customers at multiple levels, from a website or social media through to a phone or physical shop so it’s essential that each of these touchpoints delivers the same experience for a customer.

This ‘omni-channel’ experience is where companies are truly able to differentiate themselves – research conducted earlier this year by Adobe revealed that those businesses which invested in improving their omni-channel customer experience enjoyed 10% year-on-year growth, a 10% increase in average order value and a remarkable 25% increase in sales conversions.

Within the omni-channel customer experience there is nothing that ranks more highly than the digital touchpoint – your website, in other words!

Just a snapshot of statistics from customer surveys reveals that:

  • 57% of customers won’t recommend a company with a poor website
  • 50% of customers will stop visiting a company’s website if it isn’t mobile-friendly
  • 66% feel that a poor website affects the overall brand image

The most common complaints from customers include:

  • Hard to navigate (90%)
  • Poor communication channels and response times (90%)
  • Unhelpful or ineffective search functionality (75%)
  • Slow load times (40%)

The good news is that these issues, along with the other aspects of offering customers an excellent digital experience (shopping process, easy site navigation, good visual quality, strong and informative content) are really easy to achieve.

Having the right digital partner who works with you to understand your customer using data to drive decision-making, who is able to interpret their preferences and align those with your product and service offering, and who is able to connect your digital platforms to your other touchpoints effectively to complete the customer journey will help you give your customers exactly what they’re looking for.

Find out more about what Realnet’s team of website designers and content and digital marketing experts can do for you today. Call us on 01223 550800 or email for more information.

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Responsive web design means creating web pages that automatically adapt to work well on all screens. This means they can be seen on mobiles, tablets, laptops and desktops of all sizes.

An e-commerce website is a website where online purchases can be made. This means the product can be chosen and the payment can be taken online. 

A brochure site is a simple website used to give your company an online presence.  This can add credibility to your company and provide valuable information like contact details and opening times.

A sitemap is a way to show Google where your pages are that it might otherwise not find. It is a list of pages on your website. It means that you know Google knows about your site and can index it correctly.

A product website is simply a website where all your products can be displayed along with images and any information that is relevant. These products can be managed easily allowing them to be grouped properly and be updated when needed. 

Built to meet the requirements of busy companies, LeanCMS is the modern business web solution.

With a large choice of features, from data importing, product management, customer logins, guest check-outs, industry compatible software such as Sage to photo galleries and foreign language pages; your website can reflect how bespoke, responsive and unique your business is.

For everything your website may need and more .... built with essential mobile responsive features to ensure your business can be found wherever your customers may be; on a desktop computer, tablet or mobile phone at any time of the day or night.

We've really made it simple and easy to master; the full demo of your website content management system can be done in a 10-minute phone call. No day-long training session or thick manuals to contend with.

LeanCMS will give you the ability to easily change the parts of your site that need to be regularly updated. It's also foolproof, so you really can't break your site!

You may have a requirement that requires a very specific user journey or need a solution that makes your business run more efficiently at the consumer interface or behind the scenes. You may just have a business idea that needs a digital platform to bring it to life.

Whatever your needs, our team is ready to work with you from conceptualization and design, and coding and implementation, to ongoing support and optimization as your web application develops. Examples of bespoke web development would be:

  • Training systems
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  • CRM systems
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  • Custom high-volume news websites

At Realnet we’ll take the time to look at your business and meet with you via Zoom or in person.

We will then suggest what we think is best for your business. Our websites are primarily:


Brochure Websites 


E-commerce Websites 


Bespoke Websites 


Directory Websites 


Product Catalogue Websites