Businesses have many resources that they use to reach their goals and objectives. One aspect that is really important for allocating resources is the customer experience.
Customer experience deals with understanding how to create a positive experience for customers in all interactions between them and the business. Customer experience can help a business grow because it increases the number of customers and sales. So, in the long run, it can help a business grow a lot.
What is customer experience management?
To understand what customer experience management is, you need to first understand what customer experience is. Customer experience is defined as the impression that a business leaves on its customers based on the interactions between the business and its customers.
Customer experience covers every single area of the customer journey such as brand exposure, purchasing a product or service, customers finding support for issues that they face, and writing reviews for the business’s product or service.
The connection between customer experience and customer experience management lies in that customer experience management uses resources such as tools , software, apps to help in monitoring, managing, analyzing, and improving customer experience.
Improving the customer experience requires cooperation and collaboration between many different departments to ensure the best customer experience.
Difference between customer service and customer experience
Customer service is the support that you offer to customers both before and after they make a purchase; it happens when customers come into contact with customer service representatives in stores, through the phone, and even online to help them with something such as answering a query or solving an issue.
The main difference between customer service and customer experience is that customer experience is the perspective of the customers about the business and involves the whole customer journey; it includes every interaction between a customer and a business that builds an experience for the customer whether it’s positive or negative.
Some examples of customer experience include how the customer uses your product or service, their interactions with self-service support options, the feeling of walking into your store.
While customer service is part of the customer experience where it is only about the assistance and support that customers receive when interacting with customer representatives.