There’s no denying that customer experience is a big deal. Two key phrases come to mind when it comes to customers – experience and service. Customer experience and customer service are often intertwined when it comes to understanding how customers interact with a business. However, not many realize the significance of the difference between the two terms. This blog will help you discover and identify the differences between the two terms.
Defining Customer Experience and Customer Service
Customer Experience is the overall summation of the interactions customers have with businesses and their products. Businesses need to keep their brands alive for as long as possible. This means keeping both their old and new customers happy and loyal. One bad experience is unforgettable for a customer. Customers want their experience with a business or purchase to be “perfect”, but it is inevitable that they will not always get their version of a perfect experience. As a business owner, you want to ensure you cater to all the needs and expectations of your customers for them to have a “perfect” customer experience.
On the other hand, customer service is the act of assisting and helping customers in their time of need. Businesses and brands can provide service through various channels, such as chatbots, FAQ pages, customer service hotlines, etc. According to Forbes, “the goal of customer service is to increase customer satisfaction, and it usually comes by answering questions.” Examples of questions businesses should be prepared to answer include customers asking for product replacements, complaining about a product’s technical issue, or simply just enquiring about the brand and its variety of products.
What’s the Difference?
Customer experience encompasses customer service. Customer service is an element of the overall customer experience, as it’s one way that customers can interact with brands. According to Forbes, customer service defines “how well customers are taken care of while they interact with the brand.” In the business world, your product revolves around the customer and their expectations. When it comes to your brand and its reputation, customers matter most to the stability and growth of your business.
Why are Both Important for Businesses?
It’s important to remember customer care can make or break your brand through your achievements and success. Customers are the lifesavers of the business world. For a business to succeed, it needs to exceed the expectations of its customers. Exceeding customer expectations will allow your business to gain and maintain loyal customers rather than lose them to your competition. Customers expect their experience to be smooth and flawless, now more than ever. Therefore, it is vital for businesses to deliver noteworthy customer experiences across industries, to best engage and hold customer attention.
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