It's all about customer experience nowadays.
Regardless of industry, today's consumers have incredibly high standards when it comes to companies they choose to buy from. One of the biggest changes in recent years has been the shift from product, to experience. Studies have shown that by 2020, customer experience will be the key brand differentiator, overtaking both product and price.
Safe to say that good customer experience is important, then.
Consumers nowadays live in a world of instant gratification. There is an abundance of products on the market and relatively few barriers in the way of purchase; if you want to buy something, you can order on your smartphone and pay for it with PayPal. Before you know it.... Poof! There it is- arriving at your front door the very next day.
All of this is well and good, but it means that the average customer needs something more to entice them to your brand. With many companies now scrambling to improve customer experience, even creating whole departments dedicated to it, it begs the question: what is it?
A common error people make is that they confuse customer experience with customer service. Although both extremely important, they are two very different things. The below infographic highlights some of these differences. You can also read this article which outlines the differences in more depth.
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