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To simply put it; Customer Experience is the Big Picture. In today's highly competitve global markets, leading Brands & businesses design their Products or Services with CX built in and around them.
Taking your customers on a journey to experience aset of memorable events and touchpoints and engage them in a story to tell & be proud of.. is what makes your business lead.
CX is fairly new concept, but became massively adopted and embraced by major indistries like Healthace, Telecom & banking.
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.
According to McKinsey, companies focused on providing a superior experience across customer journeys realized a 10-15% increase in revenue and a 20% increase in customer satisfaction. Read more customer service statistics on our blog.
By now, you must be wondering whether to focus on customer service or customer experience for the best business outcomes? The answer - you can't ignore either one. If you're caught in this dilemma, first concentrate on coming up with a customer service strategy to increase customer satisfaction. With that taken care of, start working on improving customer experience.
