Customer Experience
May 23, 2018

Customer Experience Wins Over Customer Service

  • Posted by: Donna Penwell
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  • Under: Archives

The phrase “customer service” is rarely being used anymore.  Instead, consumers everywhere have upped their game and demanded something even better – a “customer experience”. What does that even mean?  Well, it’s kind of like customer service but on steroids.  Substantiated by research and behaviors, businesses are giving these attention-loving consumers exactly what they’re asking for. Out with the old, in with the new. But what is the difference between customer service and customer experience? Let’s take a look.

Customer Service

Customer Experience

A customer’s interaction with your contact center. 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.
How quickly a customer’s issue is resolved. Why the customer had an issue or question to begin with and how frequently they have issues with your company.
Having the option to pay a bill online. How easy it is to pay a bill online.

Now let’s compare the two across different industries.

Customer Service

Customer Experience

Restaurant: How friendly the wait staff is, how quickly they bring the food, reasonable pricing. Restaurant:  Cleanliness, taste/quality of the food, variety of menu options, atmosphere, prices and how customer feels while they are eating there.
Retail: How well an in-store salesperson answers a customer’s question, how fast they get customer through checkout line. Retail:  Ease of navigating the store, availability of desired products, knowledge and friendliness of sales staff, range of options present, speed of checkout, return policy.
Car Dealership: Can you trust mechanics and sales staff, is the work being done correctly. Car Dealership:  Easy service appointment system, shuttle, trust in mechanics, follow-up to appointment.

Creating a customer experience is more vital than ever.  Customer loyalty is not what it used to be – you cannot assume that customers will continue to do business with you just because they always have.  If consumers have a bad user experience, it’s quick and often painless for them to change their product or service. Creating a customer experience is more vital than maintaining a competitive advantage. Contact Chrysalis Software  today and we will help you create a plan for the ultimate in customer experience.  Check us out for more info on Customer Experience Design: http://www.chrysalis.net/user-experience-design/