“Customer service” and “customer experience” are considered synonymous. And if you own a business, this confusion can have a negative impact on your marketing strategies and overall results. Despite the fact that both terms aim to achieve the same result and have significant overlaps in the processes, the blueprint for doing so differs significantly.
The Difference: Customer Service vs Customer Experience
Customer experience is the sum of the customer’s interactions with the brand, including all points of contact between the brand and the customer. Customer experience, unlike customer service, is not limited to conversations. Instead, it addresses all nonverbal aspects of the brand, such as product design, usability, customer service, and loyalty programmes. Customer service, on the other hand, is a component of the customer experience cycle.
How to Build a Positive Customer Experience
The crucial question is how to ensure a positive customer experience. In light of recent technological advancements,
- It all starts with embracing technological changes and understanding customer patterns in relation to them. Paying close attention to all customer-brand touch points influenced by technology. However, technology cannot drive the experience; it can only catalyse the process of creating a better experience.
- Human interactions are also crucial in the process. Focus on upskilling and educating employees about your service and processes to provide an exceptional customer experience. Combining technological convenience with human touch provides customers with knowledgeable assistance and adds authenticity to the overall experience.
- Maintain a consistent customer experience across the board. Regardless of whether the customer is in the research, pre-purchase, purchase, or post-purchase phase, or whether the customer is using your app, website, or contacting an agent.
Making a customer feel heard and acknowledged significantly increases the customer’s loyalty to your brand. Contact Cegura Technologies to know more about strategies to enhance customer experience.
