Customer Experience Vs. Customer Service

Customer Experience

If you are an entrepreneur or a small business owner, it shouldn't be news to you that you need to provide a good customer service. However, with more and more consumers actually demanding this, businesses may have a hard time discovering how they can improve their customer experience. According to the Digital Marketing Trends Report by Econsultancy and Adobe, they asked what was the top priority for companies to achieve. And the answer was customer experience. And the reality is that there are a lot of reasons for companies to continue putting a lot of effort enhancing customer experience. According to a research made by American Express, about 60% of consumers are actually willing to pay more if it means they have a better experience. Overall, entrepreneurs and business owners are looking to enhance their customer experience so they can achieve higher satisfaction rates, increase revenues, and reduced customer churn.

What Is Customer Experience? While you keep hearing and reading about customer experience and how it is such an important factor to always keep in mind, you may not know what it involves. Simply put, customer experience can be defined by the different interactions between the organization and the customer during their business relationship. While you may be assuming that with interactions we are only referring to purchase, we are referring to a lot more. These include service, advocacy, cultivation, discovery, and awareness.

The reality is that customer experience is a crucial part of Customer Relationship Management. After all, when you have a satisfied customer, it is likely that he comes back for more business and that stays loyal to your business or company. According to an Oracle study, more than 70% of senior executives believe that there is a huge impact on customer experience in the willingness of a customer to be loyal. With all that said, there is a simple conclusion: as long as your customers are happy, they will remain loyal. On the other hand, if you treat your customers in a poor way or ignore their contacts, they will be more likely to leave and not comeback. In addition, an unhappy customer is someone who will almost certainly share his story with everyone he knows. And you know what bad reputation does to your business.

You had better address your customer experience issues before they make their way to social media!". Pick up a copy of Meta Leadership today and you will not be disappointed.

Customer Experience Vs. Customer Service One of the things that we keep seeing is that many people tend to confuse customer experience with customer service. However, even though they are both related to costumers, they are different. There are consumers who like to approach the company before they make their first purchase. It is, in most cases, to feel reassured that there is a human on the other side to whom he can talk to if there are any problems with the purchase. This is called customer service. However, one of the things that you may not know is that customer service is just a part of customer experience. Let's just give you a simple example.

Assume for a moment that you are booking a weekend off where you need tickets. So, you call the company and the lady who takes your call is extremely nice and efficient. This is customer service. Now, let's say that when you arrive at your destination, you get better rooms than the ones that you were anticipating. This is delivering a good customer experience.

2 Comments

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    Ken Stuart

    June 5, 2019 at 2:21pm

    Thanks Cody, great read as always.

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    Steve Bowen

    June 5, 2019 at 2:21pm

    Nice post Cody.