Elevate Your Customer Experience With Field Service First-Time Fix Rate

By Sajith Sahadevan, Dynamics 365 for Field Service

Service organizations are continually challenged to meet rising customer expectations. It often seems like creating a positive customer experience and growing customer engagement are moving targets. And confusion arises as these terms are often used interchangeably. Understanding the difference is the first step in enhancing the customer experience and customer engagement.

First, let’s define the terms. Customer experience (or CX) is how customers perceive their interactions with your company. It’s the customer’s emotional, physical, and psychological connection with your brand, stemming from a product, system, service, and/or channel interactions. CX is about a moment in time and the memory of that moment.

Customer engagement is the ongoing value-driven relationship between your customer and the business. It’s the sum of all touch points and the flow of all experiences between your company and the customer. This includes direct, indirect, offline, and online interactions, as well as the actions that the customer might take—posting, tweeting, liking, recommending, buying, and so forth. If you provide a positive CX, your customer should become more engaged. However, all it takes is one negative experience to damage the entire customer experience and their association with your brand. This can ultimately lead to a disengaged customer.

Now that we understand the difference between the customer experience and customer engagement, how can field service affect either?