{"id":5436,"date":"2024-07-30T14:03:28","date_gmt":"2024-07-30T14:03:28","guid":{"rendered":"https:\/\/tecksharks.com\/index.php\/2024\/07\/30\/customer-service-vs-customer-experience-whats-the-difference-and-why-does-it-matter\/"},"modified":"2024-08-01T21:43:36","modified_gmt":"2024-08-01T21:43:36","slug":"customer-service-vs-customer-experience-whats-the-difference-and-why-does-it-matter","status":"publish","type":"post","link":"https:\/\/tecksharks.com\/index.php\/2024\/07\/30\/customer-service-vs-customer-experience-whats-the-difference-and-why-does-it-matter\/","title":{"rendered":"Customer Service vs Customer Experience: What\u2019s the Difference and Why Does It Matter?"},"content":{"rendered":"

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Are you a small business owner working hard to bring your best to your customers every day? If so, you know that making sure every product or service is top quality is only the start.<\/p>\n

The experience customers have when doing business with you matters just as much \u2013 maybe more. That\u2019s where customer service and customer experience come into play. Although these terms are often used interchangeably, understanding the difference is critical to boosting your bottom line and fostering loyalty.<\/p>\n

This article explores the relationship and distinctions between customer service vs customer experience. We also show you why mastering both is a game changer for your small business, and offer some practical tips.<\/p>\n

Understanding Customer Experience: What Is It?<\/h2>\n

Customer experience is the big picture. Brittany Hodak puts it well in her book Creating Superfans<\/em>, when she explains that the modern consumer is living in an \u201cexperience economy\u201d. They\u2019re comparing your business to the best experience they\u2019ve received in any category \u2013 not just in yours.<\/p>\n

To find success in this environment, your customer\u2019s experience has to be more than satisfactory. It needs to be exceptional.<\/p>\n

There are two key components of a great customer experience<\/a>. The first is cultivating a holistic view<\/strong>.<\/p>\n

Everyone is part of the picture. That means sales, marketing, finance, product development, and customer service. If you don\u2019t have happy employees, you won\u2019t have happy customers. The quality of each team member\u2019s work helps to shape the experience a customer receives.<\/p>\n

It\u2019s also important to think in terms of touchpoints<\/strong>. Each customer\u2019s experience is a series of levels. In the best case scenario, their journey starts with awareness and spans all the way to advocacy. To keep people from falling away mid-journey, you have to stand out at every stage.<\/p>\n

Let\u2019s look at an example of quality customer experience in action:<\/p>\n

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  1. A potential customer sees your PPC ad on Google<\/a>, and clicks through to visit your website.<\/li>\n
  2. They\u2019re impressed by what they see, sign up for your email list, and download a white paper.<\/li>\n
  3. A few days later, you send them a personalized email that speaks to their unique needs.<\/li>\n
  4. They click on the link to watch a demo video, and are impressed by how easy your software is to use.<\/li>\n
  5. Finally, they decide to sign up a free trial, and eventually a paid plan to get more robust features.<\/li>\n<\/ol>\n

    That\u2019s the power of a well-designed customer experience. Every interaction the customer has with your business is positive and encouraging, which makes all the difference.<\/p>\n

    Understanding Customer Service: Where Does It Fit In?<\/h2>\n

    Now, let\u2019s talk about customer service.<\/p>\n

    Customer service is the support you provide to customers before, during, and after a purchase. It\u2019s about making those moments of truth<\/em> count.<\/p>\n

    Those interactions where your employees directly engage with customers are critical. That\u2019s because they are representing your brand. It\u2019s those moments that build a company\u2019s reputation \u2013 for better or for worse.<\/p>\n

    Quality customer support<\/a> starts with responsiveness<\/strong>. People are accustomed to instant feedback, and any delay can be a trigger point.<\/p>\n

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