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CX vs CS: How Both Impact Customer Perception
- 1. Customer Experience (CX) vs Customer Service: and How Both are Important?
- 2. Customer Experience Customer experience is the journey of customers with a business and their perception towards the products or services. According to Forrester, Customer experience is all about “How customers perceive their interactions with your company.”
- 3. Customer Service Customer service is the assistance provided by the company to customers regarding their products or services. Good customer service results in customer satisfaction and creates an everlasting relationship with the customers.
- 4. Customer Experience (CX) vs. Customer Service Customer Experience Customer Service It is proactive, that means it’s an approach to find the gaps in delivering the best service to customers. It is reactive, that means it comes when customers reach out to the company with some inquiry related to their needs. Customer experience helps to optimize the customer journey and build long-term relationships with the company. Customer service is the assistance provided by the company to its customers related to product or service. Basically, customer experience targets on the overall journey of a customer with the company. But customer service focuses on every single interaction of a customer. Customer experience includes 3 main components, which are: ✓ Customer Service ✓ Technology ✓ Design Customer service requires a particular set of skills including product knowledge, tenacity, and patience to handle customers. A good customer service is all about resolving the issue in the least time invested.
- 5. Importance of Customer Service and Customer Experience: 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.
- 6. • In the competitive edge of services, it’s difficult to retain your customers and make a long-term relationship with them. • But if a business provides better customer service to customers, then it has higher chances to earn some loyal customers. • Customer experience helps you to deliver a remarkable service by analyzing the past interactions and feedbacks of the customers.
- 7. Conclusion Customer service eventually impacts on customer’s perception towards the brand. Thus, an exceptional customer service can ensure a much better customer experience.
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- 10. Customer Experience Defined - Forrester How Customer Service and Customer Experience Differ from Each Other - CallCenterHosting Reference