Why Should Businesses Know the Difference Between Customer Experience and Service?

By CIOReview | Friday, November 1, 2019

Customer experience and customer service are two different terminologies eternally leading businesses to prosper while ensuring customer satisfaction.

Fremont, CA: Customer satisfaction is the driving source and is the asset of any business. Although the two terms, customer experience and customer service, are close to customer satisfaction, they are still different from each other. A clear understanding is essential for an organization to fulfil the customers’ demands precisely and to out-perform. Knowing these terms will help companies understand, make strategies, analyze metrics and implement processes independently. Companies that invest in the ultimate customer satisfaction through any means will have a higher total return on investment (ROI). Here are some of the differences that companies should know recommended by CIOs.

Customer Service

It is the assistance provided by any organization to help their customers throughout the entire purchasing process from choosing the right product to troubleshoot after buying. According to a report submitted by Oracle, 97 percent of business executives believe that delivering excellent customer experience is critical to success. Customer service performance can be measured by customer satisfaction score (CSAT), a rate in numbers.

According to Study.com, here are two salient critical aspects of customer service.

Professionalism: As customers prefer speaking with professionals, customer service representatives should be trained to treat customers professionally. On-time response defines professionalism, and these representatives should not delay their response at any cost.

Personalization: Customers look for organizations to treat them personally with the supreme courtesy that can add to their reputation. No matter if a customer makes a purchase or not, businesses should deal with them politely.

Customer Experience

It refers to the entire journey of a customer with a particular brand, including understanding, discovery, purchasing and emotional, psychological, and physiological inclination toward that brand. As measuring customer experience gives valuable insights to improve business processes, net promoter score (NPS) factor helps to track the performance.

Listed below are the two elements of a successful customer experience approach.

Institutionalization: Organizations should run a customer-centric business by identifying the targets as well as the needs of the targets. Thus, change the business processes by changing the culture of the organization.

Improvement: Also, organizations must analyze customer satisfaction rates and relate the insights from the studies with business objectives and key performance indicators. Based on the insights, redesign the journey of customer experience completely. 

Thus, customer experience is monitoring how a customer feels at every point of the journey with the brand, while customer service refers to how the business serves each customer after selling. Companies should concentrate on improving themselves from these understandings.

Check out: Top Customer Service Solution Companies