Every company wants to keep its customers and potential customers satisfied. Customers’ satisfaction makes the difference between a successful, highly lucrative business and one that finds it difficult to compete with its rivals.
Great customer service is actually more crucial today than it has ever been. According to a survey, US-based businesses alone lose $74 billion annually as a result of bad customer experiences, a startling $13 billion rise from its 2016 analysis.
It takes a smooth customer experience (CX), a well-thought-out customer service program, and top-notch customer care to master a customer-centric approach that prioritizes customer happiness over all other organizational goals.
However, in today’s commercial environment, all of these terms are now used synonymously. Actually, there are a ton of different ways your business can take care of its customers, and the terms “customer care,” “customer experience,” and “customer service” each have their own distinctive meanings.
It’s essential that you comprehend the differences between these words if you want to develop a customer support strategy that delights your customers. Let’s begin by examining the customer experience.
What is Customer Experience?
The customer experience, or CX, is the perception that customers have of your brand as a whole during each stage of their encounter with your business, from the first time they learn about it to the last.
Customer experience doesn’t depend on a single transaction, unlike customer service. The customer experience encompasses every point of contact and interaction a customer has with your business, your products, and your people across their entire customer lifecycle.
A satisfying customer experience usually promotes brand advocacy, greater customer retention, and brand loyalty.
What is Customer Service?
Customer service is the term for a company’s customer support department, which may be located inside or outsourced to a third – party contact center like EmpireOne Global Solutions. We have extensive expertise in creating world class customer service initiatives.
Customer service is the assistance you provide to customers before, during, and after a transaction. Customer service is provided through a variety of channels beyond the typical phone call, including email, text message, self-service, social media, the web, and AI (such as chatbots).
Customer service is centered on providing seamless answers to customer concerns in order to achieve customer happiness. This includes questions about products, problems with troubleshooting, sales inquiries, technical assistance, concerns, and much more.
What is Customer Care?
Customer care is described by how customers or potential customers are treated when they engage with your brand. Your company’s procedures and interactions with consumers are what genuinely demonstrate to your customers (and potential ones) how much you value them.
Customer care is an approach that tries to establish an emotional bond between your brand and the customers, developing a base of devoted supporters that promote your company through word-of-mouth.
Customer care is really about showing your customers that you genuinely care about them, listening to their concerns, and finding the best answers quickly. It goes above and beyond simple customer service. This is why brands choose EmpireOne Global Solutions to cater to the needs of their customers, because the way we handle customer service and customer care gives the customers the best experience.
What does all of these terms mean for the customer service strategy of your company?
The successful implementation of each of these three ideas requires a separate set of tactics, tools, techniques, and skills.
Unfortunately, the majority of businesses think that if they only provide excellent customer service, outstanding customer care and a smooth customer experience will naturally follow. This is simply not true.
Customer service and customer care are essential components of the customer experience, which is the emotional bond that customers have with your entire business. Customer care, customer service, and CX must all be integrated into a single plan for your brand to successfully please customers.
Do you want to know more about how to enhance your customer care, customer service, and customer experience? Get in touch with EmpireOne Global Solutions now. Our highly skilled team has assisted organizations in delivering the highest level of customer service experience through world-class approaches and cutting-edge technologies. We’d be delighted to assist you in doing the same.