How do you define and differentiate customer experience from customer service and customer satisfaction?

Customer Service is the solution or support offered during the purchase of products or services. These could also be self-service like portals or USSD. This Service could be offered through in-person, email or call. Customer satisfaction relates to how good the process was in the acquisition of the product or service. This may be measured by conducting a survey on the various touch points in the customer journey. Customer Experience focuses on the emotional aspect and the wholistic aspect that the client acquires. The value, quality, convenience of your products or services, as well as the culture, values, and mission of your brand are key to deliver a memorable customer experience.

#CustomerService is THE heart of #CustomerExperience - it's not even AT the heart - it is THE HEART of all #CXP. It's about time we recognise that Customer Service is everything we do for/with/to customers & prospects, at anytime - we SERVE them. Traditional definitions of Customer Service are far too limited. Consequently organisations get confused over how to provide #OutstandingService!

Customer service includes self-service and represents all of the interactions a customer has with a company because they are unable or to do or know something related to a product or service. Customer service can be provided by humans, machines, or both. BUT BE CAREFUL - don't let customer service be used to cover up for bad product/service design. It is possible to have great customer service but a bad customer experience.

Com a minha experiência, eu definiria e diferenciaria essas duas coisas como sendo a satisfa??o, indicando o qu?o bem o objetivo dessa intera??o foi alcan?ado, e a experiência, representando o caminho para atingir esse objetivo. Ao final dessa intera??o, essas duas coisas se complementam. O que quero dizer com isso é que n?o adianta proporcionar uma experiência incrível nessa intera??o se o objetivo final n?o for atingido. O mesmo vale para a percep??o de alguém que busca atendimento e tem seu objetivo alcan?ado de uma forma nada "legal", pois afinal, estamos sempre lidando com seres humanos.

Building a bridge of understanding between what a business offers and what a customer wants, ensuring both walk away happy and pleased...

There are two relevant items here and both must be addressed. First you must define what 'customer satisfaction' (often referred to as CSAT) is. What are the measurable elements that lead to satisfaction? Then you must identify how to measure performance on each of the component elements. Often this will require customer research to determine.

“Customer Satisfaction” often abbreviated as “CSAT” has two perspective. 1?? Measurable part - this refer to the numerical value everyone is aware of (# 4 or 5/# responses). 2?? Human Emotional part - this refers to the emotional part of the customer when they are being served/helped by the organizations for the product/service provided. This is understood by the anger, happiness or neutral reaction of the interaction. IMO its the “CSAT” is the emotion that people emit based on the interaction they had and this can never be mesured in numbers but only in happiness/anger/neutral emotional feeling. ??Great CS often lead to satisfied customer ??Customer satisfied would often lead to good customer experience.

Se trata de la definición el grado de cumplimiento de las expectativas de un cliente tras recibir un servicio o producto. Se calcula como la diferencia entre el valor percibido y las expectativas que este tenía antes de recibir el servicio o producto. Si lo que el cliente percibe es menor que las expectativas creadas, la sensación será negativa. Por ello, debe poder percibir como mínimo aquello que esperaba.

Customer satisfaction measures how fulfilled customers are after engaging with a brand, indicating if their expectations were met, exceeded, or fell short. It's crucial to ensure customers feel genuinely valued and understood. The term Client Satisfaction, commonly known as CSAT, carries significant meaning. A score reflects responsibility towards meeting customer needs and expectations.

CSAT measurement is like taking the pulse of your business. It's not just about meeting expectations, it's about creating experiences that leave a lasting impression and fuel positive word-of-mouth. Satisfied customers are the heartbeat of a thriving enterprise.

Customer Experience is why your customers come back to you. It’s what they think, see, feel and do after they experience your products or services.

My experience is that while everyone agrees CX is key, not all businesses invest in a customer data strategy. This means they're missing out on collecting, storing, and making the most of every bit of customer data, whether it's from digital or physical interactions. According to Gartner’s 2021 Cross-Functional Customer Data Survey, Just 14% of organizations achieve a 360-degree view of their customer. This sums it up perfectly. Great customer experiences start with good data. This is the key to unlocking actionable segmentation, crafting personalized campaigns and websites, and ensuring a seamless journey for every customer.

Customer experience is the combination of physical, emotional, psychological and social interactions through interfaces with a company and its products/services. The customer experience is generally represented as a journey across a multitude of touchpoints that occur across a range of different channels and times. The quality of these interactions determines the quality of the experience, and a single negative interaction can make for a negative customer experience, but not all interactions are equally important. This is where the notion of 'moments that matter' comes from.

Customer experience is the feeling your customers have that results from the positive or negative gap between what you promised you would deliver being more or less than what was actually delivered.

Customer Experience is the perception that customers have based on their interaction with the brand. It's more about how you feel based on your journey. The “experience” a human/person/customer experiences throughout the journey of interaction creates an impression “perception”. This could be good, bad, very nice, etc.

Simply put : One is reactive ,other proactive (CX) ! Both are important and +/- impact Client Satisfaction The key is to identify important areas and process' that customers are engaged in ..such as customer/ Transaction journeys.. Ensure E2E mapping and review to identify bottle necks , gather client feedback and prioritise improvements accordingly

In the very simplest terms, the difference between Customer Service and Customer Experience is one of ACTIVITY versus OUTCOME. Customer Service is the sum of the activities performed on behalf of the customer. It's what we DO (or don't do) in support of them. In contrast, Customer Experience is the OUTCOME of those activities. Specifically, it's the sentiment - how the customer FEELS about the service delivered.

Customer Experience is combination of Customer Service and customer satisfaction/dissatisfaction, functionality of product/features as per customer you may give them exceptional service but its not working as per their requirements ( it can be related to anything, e g. UI/UX, etc) it's not a good customer experience. Order is excellent and working fine but not delivered timely. Customer Experience dented. I hope it clarifies.

It's like asking the difference between a car, an engine and an enjoyable ride. Sure, they all are related, but you shouldn't mix them up. Customer service usually refers to a specific team that supports your customers when they have either a question or a problem, but it is more than this. It is everything you do to serve your customers. Customer Experience is the sum of every interaction a customer has with your brand. From seeing your ads, to browsing your site, to engaging with your staff, to using your products, every interaction, however small, an individual has with your brand, is part of it. That includes customer service. Customer satisfaction is how people feel about their experience.

If we use the golden circle by Simon Sinek the customer experience is the why, customer satisfaction is the How and customer service is the What.. fully agreed that CX is more deeper and emotional it’s like our basic purpose with our customers.

Let's KISS. Let's keep it short and simple. Customers pay for THEIR experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their entire experience, not the minutiae of your logically reasonable best price, product, or service, virtual or physical locations, AI, live chat, or human customer support, and many other details of your experience. Customers don't complain about the price. They complain about the value of their entire experience for the price that you are asking them to pay. Even though one small detail is no big deal to you, their experience is ONE BIG DEAL. So, don't be just good with a few little details. Do it ALL and be GREAT out there!

To improve customer experience, make listening to your customers a priority and ingrained in your culture. Some companies start by setting a goal - listening to customer calls 3x a week. But when employees see the value, it goes from obligation, to norm, to business-as-usual. That way when the business routine kicks-in, being customer-centric is an integral part of what you do. Not another task.

There are two main action points after customer journey mappings. First major systematic pain points needs to be reduced since negative word of mouth spreads much wider and ways heavier as a positive one. And usually these are things already happening just not professional enough - improving those pain points usually saves costs and decreases frustration with employees as well as customers. Second where does it make strategically make sense to surprise customers positively with experience supporting the brands image and created actions and experiences at these touch points creating positive word of mouth.

My experience is that while everyone agrees CX is key, not all businesses invest in a customer data strategy. This means they're missing out on collecting, storing, and making the most of every bit of customer data, whether it's from digital or physical interactions. According to Gartner’s 2021 Cross-Functional Customer Data Survey, Just 14% of organizations achieve a 360-degree view of their customer. This sums it up perfectly. Great customer experiences start with good data. This is the key to unlocking actionable segmentation, activating personalized campaigns and website content, and ensuring a seamless journey for every customer.

Collect and act on feed back, especially while conducting surveys. Monitor and measure performance like NPS, SCAT and CES to identify the areas that need improvement and uphold the strengths. Streamline processes and map out the customer journey to point out bottle necks and pain point. Understand your customer and offer exceptional service across functions.

"Customer experience is not a fad - it is an absolute necessity for any business (even the #cannabisindustry) that wants to succeed in the competitive and ever-changing market." ?? I couldn't agree more. BRAVO !!

Building relationships is key! With customers to inform continuous customer experience improvement and with employees to establish and grow a customer-centric culture.

I have been in the business of customer service for over 30 years. In my experience, I have always appreciated the warm fuzzy feeling you get from helping another person get a resolution to their unique situation. It feels good to help others and doing so in a respectful manner is the most important aspect of your contribution. Nobody knows what another person has been going through in their life and we can all be kinder to one another. If you can try to be empathetic and listen closely to what is or is not being said, it helps immensely. Smiling and talking to someone how you would appreciate being talked to is also key to any interaction.

Envision "People First" as the solid foundation for everlasting business success. One caveat is "Employees First". Despite preaching “Employees First”, managers and employees would always believe the subservient employees “first”, on the bottom of the ladder, well below their "bosses". Recognizing “People First”, leaders will CARE (Communicate. Appreciate. Recognize. Empower) for their people. When leaders create a GREAT experience for their people, the people will do the same for their customers. Leaders will earn the loyalty of both. Soon, without a focus on profits, profits will grow. Everyone will be enriched, literally and figuratively. So first, be the best to your people. And then you will be first among your competitors.

Strong leadership in customer service can impact the way consumers are treated within an organization. Managers and executive leaders help shape the environment for their company by making customer service a top priority that influences and informs all decisions and processes. Leaders who promote and value customer service influence the direction of an entire organization. Casting a vision of how the company can serve clients and make decisions based on the customer experience gives leaders the opportunity to set a standard for their workplace environment. When a company leader promotes customer service as a core value, the rest of the staff are more likely to prioritize this ideal.

Keeping in mind that some people are not sure of the terminology when speaking of them. To summarize, CS ( and so many other things ) is used to enhance and effect the CX to end with Customer Satisfaction. CS is most often "in the moment".

All of this should ultimately lead to the customer’s success, which in turn fuels your own company’s growth and success seen through increased customer loyalty and improving revenue, consumption, and share.

Start with customer research to better understand your customers, what they want and need, how they behave, how they group together in regards to their experience requirements and what contributes to customer satisfaction. Then craft your personas and journey maps to help you better visualize what role customer service plays in the overall customer experience and what other parts of the organizations you'll need to work with to improve it!

The difference can be summarized into a simple equation: Emotion + Problem Solved = Return Customer If we change the semantics the picture becomes more clear and the differentiation more precise.