{"id":44300,"date":"2020-10-05T21:49:44","date_gmt":"2020-10-05T21:49:44","guid":{"rendered":"\/us\/en\/blog\/?p=44300"},"modified":"2025-03-13T06:02:18","modified_gmt":"2025-03-13T13:02:18","slug":"customer-service-week-a-focus-on-cs-ex-cx","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-service-week-a-focus-on-cs-ex-cx\/","title":{"rendered":"Customer Service Week \u2013 a focus on CS, EX & CX"},"content":{"rendered":"

The Difference between CS and CX<\/b><\/h2>\n

As we usher in the month of October, I am enjoying the changing of the seasons, the fall colors, and the cooler weather.\u00a0 I also love this week as we are celebrating 2 of my passions \u2013 Customer Service and Customer Experience.\u00a0 This whole week (Oct 5 \u2013 9) celebrates <\/span>CS <\/b>(Customer Service) Week and today (Oct 6), we celebrate CX (Customer Experience) Day.\u00a0 I have found that often <\/span>CS <\/b>and <\/span>CX<\/b> are used interchangeably.\u00a0 While there are some similarities between the two, they are different.<\/span><\/p>\n

Happy Customer Service week to our Customer Service Heroes providing front-line support to drive better customer experiences!<\/p><\/blockquote>\n

What is CS?<\/b><\/h2>\n

This week, we are celebrating the customer service associates who spend their days with customers \u2013 resolving issues, answering questions, and helping customers with whatever inquiry or issue they may have experienced.\u00a0 They are an integral part of the overall customer experience, with customer service agents acting as \u201cfriction fixers\u201d to improve the customer journey on their channel of choice \u2013 phone, chat, in-app messaging, email, text, social, etc.\u00a0<\/span><\/p>\n

Poor customer service results in customer churn and ultimately lost revenue \u2013 96% of customers will leave for bad service<\/a>.\u00a0<\/span><\/p>\n

But agents have complaints too. It’s hard for them to do their job when 88% say disjointed communications apps negatively impact workflow and job satisfaction and 89% say broken workflow and low employee job satisfaction impact customer satisfaction and the bottom line<\/a>.<\/span>\u00a0<\/span><\/p>\n

It is critical in the era where customer experience is seen as a competitive differentiator that we engage our customer service teams and ensure that we provide the best experience for them so that they can in turn provide quality support to customers.\u00a0<\/span>This includes a multi-pronged approach of providing the best tools as well as engaging the employees as part of the larger team.\u00a0<\/span>\u00a0<\/i><\/b><\/p>\n

What is CX?<\/b><\/h2>\n

Customer Experience (CX) is the entire customer journey\/lifecycle from marketing to fulfillment.\u00a0 Consumers who have had a good CX are 54% more likely to buy<\/a> from a company than consumers who have had a poor experiences.<\/span> Companies that focus on customer experience as a key differentiator have formal Voice of the Customer programs, customer journey mapping and are focused on delivering the brand around the customer.\u00a0 <\/span><\/p>\n

Customers want \u201cfrictionless\u201d and easy experiences.\u00a0 They don\u2019t want to have to call customer service.\u00a0 Customer Experience is a key differentiator \u2013 80% of customers say the experience a business provides is just as important as their product or service<\/a>.<\/span>\u00a0 In fact, 37% of companies say they\u2019re investing in customer experience because they\u2019re losing business to their competitors<\/a>.<\/span><\/p>\n

Customer Experience Day is a day for companies to reflect on where they are on their customer centric journey.\u00a0 <\/span><\/p>\n

Who are your customer champions \u2013 inside and outside customer service?\u00a0 Have you taken a walk in your customer\u2019s shoes lately \u2013 looking at the marketing, ordering, service and fulfillment process? \u00a0 What could be improved?\u00a0 Are there steps that are manual that could be digitized?\u00a0 Is there proactive communication missing? Have you looked at your voice of the customer program \u2013 are you measuring the right things?\u00a0 Do you have all the data points needed to get a full view of the customer\u2019s journey and sentiment?<\/span><\/p>\n

Happy CX Day to all companies – use this day to celebrate your CX heroes and identify additional opportunities to enhance CX for your brand.<\/p><\/blockquote>\n

Technology supporting CS and CX<\/b><\/h2>\n

As we take a look at both <\/span>Customer Service<\/b> and <\/span>Customer Experience<\/b>, technology is an enabler to provide great service and experience.\u00a0 Customer Service is no longer call centers<\/a> with ACD phone queues<\/a>.\u00a0 With advances in technology, Customers expect more than ever:<\/span><\/p>\n