CUSTOMER EXPERIENCE -SERVICE OR FEEL
AMIT KATOCH
JAKSTAR PHARMA , CEO . Author, Mentor, Brand Specialist, healthcare Expert ,Ex-Novartis ,Ex-Ciba-Geigy,3 decades experience in pharmaceutical marketing. Associated with Premium hospitals for their niche marketing .
The fact is that providing excellent service is just the beginning of association. The real differentiator lies in delivering a quality experience in terms of the feel that resonates deeply with your customers, leaving them with positive, lasting impressions.
Service vs. experience ( feel)
Service is about what you provide:
Example: A coffee shop serves high-quality coffee.
Experience is about how you make your customers feel:
Example: The same coffee shop creates a cosy ambiance, remembers your name, and adds a personal touch to your order.
The Difference Matters because Service is Functional while Experience is Emotional.
Service: Ensuring that a product or service meets the customer’s needs.
Experience: Making the customer feel valued and understood.
Example: A hotel that offers clean rooms provides good service. A hotel that anticipates your preferences and greets you warmly provides a memorable experience.
Service is Transactional; Experience is Relational:
Service: Focuses on the efficiency and effectiveness of a transaction.
Experience: Builds a relationship and encourages customer loyalty.
Example: An online store that processes orders quickly offers good service. One that follows up with personalized thank-you notes and seamless customer support creates a great experience.
Service Meets Expectations; Experience Exceeds Them:
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Service: Satisfies the basic requirements.
Experience: Delights the customer by going above and beyond.
Example: A car rental agency that provides the requested vehicle on time delivers good service. One that upgrades you for free, offers local tips, and ensures a smooth return process creates an outstanding experience.
How to Create Quality Customer Experiences
Understand Your Customers:
Listen to their needs, preferences, and feedback. Personalize your interactions to make them feel seen and valued.
Invest in Your Team:
Train your staff not just to provide services but to create positive experiences. Encourage empathy, proactive problem-solving, and a customer-first mindset.
Design Thoughtful Touchpoints:
Every interaction, from your website to your customer service calls, should be designed to enhance the overall experience. Think about how each touchpoint can leave a positive impact.
Create Moments of Delight:
Look for opportunities to surprise and delight your customers. Small gestures, like a birthday discount or a handwritten note, can turn a routine service into a memorable experience.
Continuously Innovate:
Keep evolving your offerings to stay ahead of customer expectations. Regularly seek feedback and be willing to adapt to create even better experiences.
In today’s competitive market, the difference between a satisfied customer and a loyal one often comes down to the experience you provide. Strive to make every customer interaction not just a transaction but a meaningful and memorable encounter. By focusing on how you make your customers feel, you’ll build stronger relationships and create lasting brand advocates.
Managing Director at AUREAX Healthcare Consulting Pvt Ltd
9 个月Objective service quality is a must have. Ambience and similar attributes of emotional quality are good to have. If the first is not there the second doesn't matter. If two organization's have equal levels of the first, the second will drive customer choice. If neither have the first, customer choice will be driven by economic transactional questions, not quality considerations.
Experienced business development professional clinical research Phase I to Phase IV.
9 个月Thanks for this very useful and informative post.