According to Gartner<\/a>, \u201ccustomer service is responsible for retaining and extending customer relationships once a product or service is sold.\u201d<\/p>\n Service refers to what happens in the human perspective and the direct – or lack of – support the customer has. Customer facing teams who are in possession of the necessary set of skills such as knowledge and patience provide customer service. The idea of good customer service is to help customers and give assistance on the product involved, along with troubleshooting and overall great experience.<\/p>\n Customer service is normally applied when there is an issue after sales. It is a reactive element and can be a one-time interaction. For a long time, it was perceived that working on strategies and building customer service best practices was a costly area of the business.<\/a><\/p>\n Customer Experience is the sum of all the interactions a customer has with a company. \u00a0A deeper definition by Gartner describes customer experience<\/a> as \u201cthe customer\u2019s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier\u2019s employees, systems, channels or products.\u201d This is why customer service teamwork is so important.<\/p>\n Experience is part of the overall view of a customer journey, from start to finish on their side and the business side. It also covers the different interactions be it customer-facing when your customer engages with your team, technology, and other touchpoints. The main aim of customer experience is to increase customer satisfaction. It also does not always happen after a purchase.<\/p>\n To deliver a good customer experience, it requires a proactive approach. Companies need to actively identify and correct problems that customers encounter, understanding the customer\u2019s needs and expectations. You also don\u2019t just need to meet these criteria in terms of product, but also in aspects that refer to emotions that a customer has towards your company.<\/p>\n Imagine you\u2019re on a cross-country road trip, keeping a journal of the sites you see and the people you meet. Along the way, you stop for all kinds of reasons: to get gas, grab a bite at a roadside diner, or crash for the night at a motel.<\/p>\n Every time you stop, there\u2019s someone there to help. They fill your tank, bring your food, or check you into a room. They each offer their own unique personality and approach to helping you get where you\u2019re going. At the end of your trip, you read your journal entries and realize what an amazing time you had, and how those individual people played a part along the way.<\/p>\n Think of customer service as the individual interactions<\/em> you have with a company: the assistance they provide before, during, and after a purchase. Customer experience<\/a> is your overall journey<\/em> with that company, and how it made you feel.<\/p>\n Every interaction a customer has with your company will shape their overall experience, and a customer\u2019s overall experience shapes how they talk about your company to the people in their lives.<\/p>\n Customer Satisfaction<\/a> (CSAT) is a core metric as companies aim to satisfy customers. As you might expect, it covers the degree to which customers are satisfied with a company. As it is usually measured after an interaction or the use of a product, it is more adapted to measuring the quality of customer service.<\/p>\n Net Promoter Score <\/a>(NPS) is a standard indicator used by companies around the world to measure their customers\u2019 propensity to recommend the brand. It makes it easy to compare your NPS score with that of your direct competitors and market leaders. This metric is more adapted to measure customer experience, as it follows the process from start to finish and reflects the customer\u2019s global opinion towards the brand.<\/p>\n Other ways you can measure how customers feel about their journey with your business:<\/p>\n You\u2019ve likely had both positive and negative customer service experiences, and you know how that affects your own opinion of a business. Here are some stats that show just how important customer service and experience really are:<\/p>\n There are lots of inspiring, great customer service stories<\/a> out there from a whole range of companies. Here are a few creative examples to get you thinking about how you can stand out in customer experience!<\/p>\n Wistia decided to think outside the box<\/strong> when it came to answering their customers\u2019 questions, by using their very own video technology. How can you use your business\u2019s strengths to improve customer experience<\/a>?<\/p>\n When a customer made a big and expensive mistake, Zappos went the extra mile<\/a><\/strong> to help them make it right. Where can you go the extra mile, while still balancing the budget?<\/p>\n A little boy lost his new favorite toy, and Lego used imagination<\/a> to make him smile<\/strong>. How can you reward this kind of creativity on your service team?<\/p>\n 1. Make it easy.<\/strong> Put yourself in your customer\u2019s shoes: they\u2019re likely contacting you in the middle of their day while juggling work, family, and more. Imagine emailing a company with a problem on your 30-minute lunch break, only to be told you then have to call the office and sit on hold or be bounced around from one representative to the next, only to have nothing solved by the time you hang up. Would you buy from that company again?<\/p>\n The fewer steps it takes to get a customer from problem to solution,<\/a> the better.<\/p>\n<\/div>\n 2. Become a one-stop shop.<\/strong> A huge frustration for customers is being bounced from one platform to the next: if they email, they\u2019re told they have to call a different department, or vice versa. But when your whole organization works within a single, streamlined digital service platform<\/a>, customers can reach out however they prefer: phone, email, even text message–and receive a response without the runaround:<\/p>\n 3. Keep it human, whenever possible.<\/strong> Email and chat are probably the more popular ways for your customers to reach you. So when they do call, that usually means they have a question only a real conversation will solve, like a complicated technical issue or emergency situation. Look into cloud-based phone solutions<\/a> that let your service team answer calls whenever, wherever, so you never leave your customers on hold.<\/p>\n<\/a>Customer experience (CX)<\/h2>\n
<\/a>What\u2019s the difference between customer service & customer experience?<\/h2>\n
<\/a>How is it measured?<\/h2>\n
\n
<\/a>Why customer service and customer experience matter<\/h2>\n
\n
![\"\"](\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/how-quickly-do-you-expect-replies-1024x536.jpg\")
<\/a><\/p>\n\n
<\/a>3 companies with great customer service<\/h2>\n
Wistia<\/h3>\n
![\"\"](\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-5.jpg\")
<\/a><\/p>\nZappos<\/h3>\n
Lego<\/h3>\n
<\/a>6 ways to provide better customer service and customer experience<\/h2>\n
![\"\"](\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-59-1024x857.png\")
<\/p>\n