Quite often, the terms customer experience and customer service are used interchangeably. While they are related, they are not the same thing. In fact, customer service is just one of the many interactions that influence the overall customer experience. By developing a deeper understanding of the differences between the customer experience and customer service, companies will be empowered to delight their customers, improve customer retention, increase revenue, and ultimately maximize their ROI. Let’s dive into what defines customer experience and customer service, and the key differences between the two.
What is the Customer Experience?
The customer experience refers to how a customer perceives the sum total of their interactions with your company. In the field service industry, this sum consists of individual interactions that range from installation, requesting maintenance, scheduling service, on-site field worker interaction, payment, and the consequent follow-up. In general, the customer experience is comprised of three main components: