There has been a lot of talk about customer experience. It emerges as the key differentiator and the major growth factor in the consumer industry. Few of you may have an idea about customer experience but the majority of you have not. So let’s find out;
Customer Experience is defined as; “the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.” –Gartner.
Here is another one by Forrester research; “How customers perceive their interactions with your company.”
Therefore; Customer perception and interaction with brands are the two key elements of the customer experience.
How you Differentiate Customer Service with Customer Experience
Majorly people see both the things same but there is a fine line between them. CX is a wide spectrum and customer service is a part of it. It is a service that companies provide to their customers when they face problems regarding their product/service. Whereas, customer experience is all about the perception of the brand that consumer has in his mind.
It is reactive which means when dissatisfied customers hop in with their problems then it is provided to them. Making the customers satisfied and regain their trust by solving their problems, is the major thing it does. If you leave any loophole in providing after service then it’s a matter of seriousness. Your Company’s image will definitely be on stake.
Whereas, customer experience is proactive. In this, a business opens their hands full to provide best of the services they can before the customers get dissatisfied. In addition, customer service is restricted to one department but CX is something in which the whole organization is involved. Unlike, customer service which is for one time, CX is an overall experience of the buyer’s journey. It also helps organizations to build long-term relationships with their customers.
While providing services or selling the products, brands need to keep one thing in their mind. Services, they provide would have a longterm impact. Perception regarding brand would stay in consumer’s mind and gives your company a long-term benefit. Thus, providing a platform where customers get the services at ease would make their experiences good and turns into a loyal customer.
Here, you can learn about the customer experience tactics you should know.