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to see the defiance between customer satisfaction and customer experience and which is most important now for our companies
Customer satisfaction and customer experience are related but distinct concepts in the context of a scaffolding and formwork business offering rental equipment, selling equipment, and industrial services. Here's how they differ:
In summary, customer satisfaction is a narrower concept that assesses the satisfaction of customers with individual transactions or touchpoints, while customer experience encompasses the holistic journey and perception customers have of your business. Both are important in a scaffolding and formwork business as they contribute to customer loyalty and business success. Ensuring high levels of customer satisfaction at each transactional point contributes to an overall positive customer experience, which is vital for building a strong and enduring customer relationship.