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Customer service and customer experience are both responsible for increasing customer satisfaction levels and improving ROI. However, customer service and customer experience are two different concepts. So, the big question is why are they so different and how do these differences affect business?
Customer experience collectively describes the many elements and touchpoints a customer has with your company throughout their lifespan as a customer.
Customer service forms the basis of the customer experience, describing the touchpoints a customer has interacted with representatives.
In the past, a large proportion of the interaction customers had with businesses was human-based. This meant customer service was the ultimate touchpoint in the customer-business relationship. Therefore, good customer service amounted to an exceptional customer experience.
However, as time progressed, technology advanced and organisations found more innovative ways to connect and reach out to their customer-base. Now customer service – important as it still is – has become just one touchpoint of what we call the ‘customer experience’.
Research shows 89 per cent of consumers who have experienced a poor customer service will leave your brand for your competition. A well-executed customer experience strategy will result in customers for life. Here are five ways you can provide your customers with a memorable customer experience: