Customer Service or Customer Experience

Are they the same or is there a difference? If they are different, what do they mean? Which is better and why? These are questions we all customer relationships people have but haven’t found the answer to or let’s say haven’t found the right answer. Here is a simplified answer and how to work around it. Let’s begin with the basic meanings of both these terms.

Great customer service is more than sending hastily written one-off responses. The goal is to go above and beyond to solve customer problems and provide buyers with the best solutions available. Successful businesses understand that customer care can make or break their relationships with customers, so they make sure to offer the type of service their customers expect.

Customer experience is how a customer feels about the sum of their interactions with a business. Customer experience is spread across many touchpoints and is always ongoing. A visit to your company’s website, a conversation with a customer service agent or a sales rep, and an ad for your product popping up on Instagram are all parts of the customer experience. Customer experience measures how customers feel about a company overall and includes the emotional, physical, and psychological connection customers have with a brand. Customer service and customer experience are two terms that get thrown around a lot in business. Although customer service and customer experience are different concepts, they work hand in hand when it comes to building brand loyalty.

Customer service is just one part of the entire customer journey, while customer experience encompasses all the interactions between your brand and a customer. Customer service is just one step in the overall customer experience jigsaw puzzle. Offer great customer service and you’re on your way to creating an excellent customer experience. So, even though they are different, they still belong to the same family and one follows the other.

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