Customer Experience VS Customer Service

Many people get bogged down on the idea of customer experience versus customer service. Customer experience often feels like something that happens as a result of customer service but these two terms are not interchangeable. Customer service and customer experience are both big pieces of the puzzle for business interactions and they are something that can be considered part of the full journey of a business. The difference between customer service and customer experience comes down to the whole perceived value of your business to a customer vs the type of service that you can offer them. Let us explore the differences with a greater depth.

Customer Service Explained

Customer service is a much older term that many of us are familiar with. It’s usually a narrow scoped idea that involves the advice or assistance provided to a customer when inquiring about a service or product. Customer service often requires your customers speaking to a team member about items that require answers. Customer service is often the human element of your organization and it is voiced by the people in your business. 

Customer Experience Explained

Customer experience is often the full journey for your customers across the organization and it regularly includes every interaction that your customer has with your business. Customer experience or CX involves the way that your team interacts with your customer, the experience that they have in your business, how a customer will interact with technology and websites for your brand and more. 

Improving customer experience means improving customer service, improving the technology surrounding your products and your sales as well as maximizing design to fit with the current brand ideals. All of the areas of customer experience are distinct in their own way and each of these pieces can work together to make up the overall customer experience. 

Key Differences

Customer service is often limited to interactions between a customer who is seeking advice or as customer experience can involve everything from analyzing data from noncustomer facing teams down to people who are contributing to the overall experience in the product or service. Customer experience is a far more encompassing term but both aspects of the business are extremely important. The overall line between how customers are using the product as well as the people who are supporting a product has become blurrier than ever before. Customers need to consider the entire picture when looking at offerings from your company and this is why user surveys and support for customer service remains essential. 

Taking the time to regularly address your customer experience will mean taking part in regular user surveys and making sure that you can study the way that your customers are interacting with your company. Working with consultancy or participating with customer feedback surveys will make sure that the process can be done easier. Customers need to consider the entire picture of your company and in order to make this picture better, it is important to look into these offerings over time. 

Taking a look at modern technology, your industry and the way that the demographics and your customer base are changing can be important. Ongoing research and investigation will ensure that your business can be successful. If you are continually invested in your customer experience, you can make sure that your company will always be evolving and always working to come out on top of your competition.

Contact us today to learn more about how to improve customer experience and how you can work at improving your business at every level. 

This blog was written by Ingrid Lindberg, a customer service speaker and founder of Chief Customer. Her work has spanned the Fortune 500 - including Finance, Healthcare, CPG, Telco and Retail, working with companies to create differentiating customer experience strategies and cultures.

Performance Evaluation Capabilities Training Do Performance Critiques Really Work?


Around the current evaluation abilities training course the issue emerged, perform critiques actually work? For many people critiques undoubtedly are a task that should be completed each year to keep in charge happy. Nicely if this describes the issue then clearly they are not effective. Sadly lots of administrators can be harmful in assessment capabilities so the chance garden storage sheds. An assessment as well as evaluation technique is only badly or great since the individual undertaking the particular evaluation. We hear a couple of terrible tales about how precisely critiques are completed and sometimes not necessarily completed but merely approved off stating things like 'things are usually okay, you need to do fine, allows just indication this in addition to send upward for the Ideas Office' If you are employing a Manager this, I apologize to meet your requirements. Critiques when completed correctly works. They provide the chance to arranged goals, discuss obstacles pointing you from your own purpose and supply the particular Manager the chance to supply suggestions inside a great way. In addition, it offers the particular appraisee the opportunity to supply the evaluator feedback in a honest in addition to open method. Evaluation abilities training is a vital component of ensuring companies in addition to staff acquire the best from critiques. Whether it's viewed as stick with defeat someone together with, it's incorrect. Likewise be it seen as document exercise without any substance in addition to meaning it's also wrong. It is crucial that everybody worried in critiques attend some type of training concerning the best way to execute effective critiques for occasions. The yearly evaluation furthermore does not work, however an excellent yearly meeting wherever goals are usually agreed in addition to feedback is really honest in addition to open, numerous personally conferences car 12 several weeks to be sure the objectives are saved to monitor works. The primary factor to efficient critiques is really honesty in addition to openness connected with each side wherever they discuss previous efficiency and proper any spaces in efficiency and concur an plan of action ongoing to maneuver forward. It needs to furthermore uncover any type of development needs for nearly any instruction that could be needed.