You’ve heard everyone speak about great “customer service”, though I often hear this term mistakenly interchanged with “customer experience”. Customer service refers mostly to a single customer interaction or even a brief series of interactions that, while meaningful, have little lasting impact on brand loyalty. Meanwhile, customer experience refers to the entire customer journey, from onboarding through advocacy, with the end goal of building genuine customer advocates!
Placing superior customer experience at the heart of your leadership style and organizational alignment is more critical than ever amidst an interconnected world with rising customer expectations. Offering good customer service is no longer enough to boost brand loyalty and create customer advocates. Leaders must focus on providing the customer value at each stage, from onboarding, adoption, retention, and expansion in order to build advocacy. In summary, “Customer Experience” is all inclusive and accounts for every single (small or big) thing you and your organization do along the customer’s journey. So, remember….customer experience, not service! If you follow this advice, the result will be happy customer advocates and a business that serves as a strategic advisor to the customer!
In the ever-evolving world, the art of forging genuine connections remains timeless. Whether it’s with colleagues, clients, or partners, establishing a genuine rapport paves the way for collaborative success.
Gray Matter Musings 