Confused about the difference between customer service and customer experience?  I’ve heard many people use the terms interchangeably, and the difference is simple, but significant. To set the record straight, customer service is one of the many elements that make up customer experience.

But what exactly is customer experience? How does it differ from customer service? Make sure you understand the difference from the customer’s perspective:

Customer Service

A customer’s interaction with your contact center.

Customer Experience

The reason why they’re calling your contact center, everything that occurred prior to the call, and how they feel about the service they received.

Customer Service

How friendly the wait staff is, and how quickly they bring the food.

Customer Experience

Restaurant cleanliness, the taste/quality of the food, the variety of menu options, the atmosphere, the prices, and how they feel while they are eating there.

What is Customer Service?

Customer Service is the advice and assistance given by the company to customers before, during and after buying or using its products / services. Customer Service strives to increase customer satisfaction and loyalty by creating everlasting relationships with customers.

What is customer Experience?

Customer Experience on the other hand is the sum of all the interactions a customer has with a business and its products or services. Customer experience includes a customer’s perception of a company, a customer’s interactions with a company and a customer’s recollection of that entire process, from start to finish, at all touch points.


Difference Between Customer Experience (CX) and Customer Service

Customer Service and Customer Experience are not that far apart. In fact, customer service is only one part of the overall experience.

Customer Service is reactive – it only comes into play when a dissatisfied customer contacts the company. The business can only take action once something goes wrong, and not beforehand.

Customer Experience, on the other hand, is proactive – a business can take action to optimize the customer journey before the customer becomes dissatisfied. Customer experience is a holistic approach that goes beyond customer service and takes into account the overall customer journey by building long term relationships with customers.

In conclusion;

Customer service and customer experience are both important pieces to an brands’s success. Keeping your current customers happy is crucial. With modern technologies, your customers are empowered. They can communicate their dissatisfaction with hundreds or even thousands of people with the click of a mouse and your competitors will be like vultures, circling to pick them off with a better offer.

Customers consider the whole picture when thinking about your offerings, and you should, too.

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