I’m sure you’ve heard people say customer experience (CX) is important. But what’s the difference between customer service and customer experience? And why do customers care about the ‘experience’ so much all of a sudden?
The biggest change we have seen in the market over the last decade is the rise of the ‘empowered consumer’. With the kind of technology, connectivity & (most importantly) options available to a consumer, they have more choice than ever to find a brand/company that they want to buy from. By extension, they can leave that vendor with the same ease if they don’t like the quality of service being provided.
This has changed the game in a big way! No longer is an interaction with a customer selling them a product and offering them a break-fix service. The stakes are much higher.
Successful companies provide their customers with a way to interact with them, drive changes in their product/service, and build a stronger relationship with every interaction the customer has with the company. This forms the basis of customer experience.
Here are 5 things you need to know about customer experience and why it should be a core part of your company’s strategy:
The first step to improving customer experience is measuring it. Check out our next blog post on how NOT to annoy your customers while measuring their experience.
P.S. If you are looking for a non-invasive way of measuring customer experience across all channels, get in touch.