Customer Service VS Customer Experience (CX)

Everything you do should demonstrate how to give your customers an amazing experience. This may result from how you interact with customers, how you handle complaints about your customer service, or even from the promotions you run.

The difference between your customers coming back, recommending you to others and them leaving with nothing more than a bad taste in their mouth can be made by providing an outstanding customer experience. This blog explores the distinction between customer service and customer experience as well as the importance of providing an outstanding client experience.

What is the difference between customer service and customer experience?

It’s a common misconception that a customer only cares about certain aspects of a company’s operations. Any customer, though, will tell you that a positive or negative experience depends not only on the service you offer but also on the experience itself whether that be the billing process, the online experience, the customer service representative, etc.

Customer experience is a significant component of business—in fact, it’s the most crucial component. It is the only aspect of business that has the power to influence how customers feel about your brand, product, or service. So what exactly is the difference?

Well straight from Wikipedia, here is the difference:

Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Each industry requires different levels of customer service, but towards the end, the idea of a well-performed service is that of increasing revenues.”


Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory, and behavioural consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages.”

Why companies are failing on the customer experience front

Companies have long developed customer experience (CX) strategies to aid in becoming the most favoured brand in their sector. But many businesses are struggling to develop the right CX, and they are suffering as a result. In fact, a recent study by Forrester Research revealed that most businesses fall short of meeting customers’ expectations. Only 32% of the more than 2,000 customer experience professionals polled said their organizations had succeeded in gaining a competitive edge through CX. Another 40% of respondents claimed that competitors are on par with or even outperforming their companies in terms of CX.


What businesses should be doing to give their customers a better experience

How can a business go about providing its customers with a superior experience? Making a strategy that goes beyond the conventional definition of CX is the first step. Many businesses are still operating under the assumption that “resolving customer complaints” is sufficient to win over customers’ loyalty. It has been established that businesses that are most successful with CX have a customer-centric strategy that focuses on the needs, wants, and desires of the customer.

You may offer a great product or service, but if you don’t communicate it in the right way, you may never get the chance to connect with consumers. That’s why it’s important to give your customers an exceptional experience when interacting with your business.

Here are a few things that businesses should do to give their customers a better experience:

  • Portray a consistent experience across all departments.
  • To be successful, it’s important to present a unified image. It’s easy for customers to get frustrated when they’re using one department and that experience doesn’t match what they see in another area of your business.
  • Build a stronger loyal customer base.
  • Your online presence can help you better connect with your customers. By building and maintaining a strong social media presence, you can give customers a place to ask questions and interact with your company. This can also help you to better understand your customers’ needs so you can better serve them.

A customer-centered approach is necessary for a successful customer experience. You need to comprehend your target market if you want to provide a superior customer experience. You can’t possibly offer a better experience if you don’t understand what your customers want.

Create an experience your customers will come back for.

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