Customer Experience vs Customer Service: What’s the Difference (2023)

As our earlier blog dealt with the basics of customer experience, this guide embarks clearly upon differentiating between customer experience and customer service, what are the metrics of customer experience and how to measure them - along with some of the best examples of customer experiences all across the globe to upend your learning.

In the entire lexicon of business, there are hardly any other terms than customer service and customer experience that have been used interchangeably - both by the bonafide experts and laymen.

The intermittence stems from their overarching overlapping in each other’s functions. But the fact is, there is a line of difference between the two, however thin it may be. And it begins with the definition of customer service itself.

A Comprehensive Guide to Customer Experience [2022]Customer experience is the holistic impression that a customer has on a brand in every aspect of a buyer’s journey. This impacts the bottom line of a brand, including revenue.XoxodayPrasad Dhamdhere

What is Customer Service?

Customer service is the act of assisting and advocating for your customers before, during, and after the purchase of a product or service. (Source: Salesforce)

As the definition suggests, customer service strictly pertains to a single function of customer support. Its essence lies in providing assistance and advice to a customer for your product or service as needed pre or post-sale.

Unlike customer experience, customer service operates isolatedly and involves customer-facing departments, such as voice-over IP or employees in physical stores.

Though it typically involves human touch with brands, artificial intelligence's rapid proliferation has marked its peak in customer service. The increasing use of AI chatbots to answer FAQs and tackle initial inquiries is a case in point.

In short, customer service is just one small piece of the puzzle called customer journey, which drastically impacts the overall customer experience. In that sense, they aren’t just closely intertwined but share a deeply correlative existence.

You cannot have a riveting customer experience without stout customer service, and customer service loses its purpose if it fails to elevate the customer experience. They both are, thus, equally important.

Customer Experience vs Customer Service: What differentiates them?

In simple words, customer service is only a part of the customer journey, whereas customer experience involves all the interactions between a customer and a brand.

Both customer experience and customer service are vital factors for an organization’s success, yet it is hard to draw lines between them. The difference between how consumers use a product and how they communicate with other consumers supporting it is blurred.

With that being said, let’s dive deep into understanding both of them better.

Customer Experience vs Customer Service: What’s the Difference (3)

Apart from the external “entire VS specific interaction,” a line of separation runs long and deep.

1. Proactive vs. reactive

  • The very breath of customer experience is foreseeing the needs and pains of customers and making provisions accordingly. Businesses try to do that by devising an incremental cycle of the improved customer experience through detailed customer journey mapping, understanding of funnel drop-off points, and collecting thorough customer feedback. In this sense, an ideal customer experience is always proactive.
  • More or less, customer service gets initiated by the customer. After an unpleasant face-off with friction, customers reach out to business support services via multitudes of channels (phone, email, social media, or live chat.) Customer service, in this context, is reactive.

2. Ongoing relationship vs isolated event

  • Customer experience is a measurement of the quality of your customer’s relationship with your business. It cannot be, therefore, pigeonholed to one single interaction. Customer experience is an ongoing relationship - and it only ends when customers decide to move out permanently.
  • Customer service is related to a specific and isolated event, i.e., a customer is complaining about a non-working dashboard of your app. Since it’s more transactional, it gets measured by a number of metrics, first-time resolution rate, average response time are just a few to name.

3. Full control vs partial control

  • Customer experience is too vast, an amalgamation of all the conceivable and inconceivable avenues of communication, experiences, brand perceptions, and market upheavals. Since some of these elements are unpredictable, you may be bereft of ironclad control over the task of weaving up the ideal version of envisioned customer experience.
  • Customer service, including the channel of communication and level of grievance, is fully visualized and implemented by you. You can slot them into categories as per the level of their gravity, deploy teams accordingly by viewing their level of specialization, and quantify how many queries got resolved. It implies the possibility of cruise control - particularly when operating at the most efficient level.

4. Qualitative vs quantitative metrics

  • Customer experience is a quintessentially experiential and emotional entity. However, there are certain metrics like customer lifetime value (CLV), customer churn rate, customer retention rate, which can be strongly indicative of its quality.
  • Since customer service is reactive, it’s comparatively easy to measure how quickly and regularly you responded, how many queries you solved, and the level of customer satisfaction after every interaction. Customer satisfaction score (CSAT), customer effort score (CES), and Net Promoter Score (NPS) are, therefore, prime indicators of the quality of customer service.

5. One team’s responsibility vs everyone’s responsibility

  • Customer experience is what a customer thinks, feels, remembers, and talks about your company. With hundreds of touchpoints facilitating the interaction with your company, that too at multiple levels, maintaining a worthy customer experience is the responsibility of everyone in the organization, starting from the product team to the delivery people.
  • Customer service is mainly the responsibility of the customer support team. Other teams may interact with customers for various procedural compulsions. But it’s the customer support team that is responsible for helping the customers in times of trouble.
Omnichannel Customer Experience: What it is, Importance, and ExamplesA great omnichannel customer experience is no longer a nice-to-have. Instead, it’s a must-to-have because customers are increasingly spoiled for choice. Get to know what it is and unveil some interesting examples and strategies to make your customers happy.XoxodayNeha Surana

How to Measure Customer Experience Thoroughly?

"This increasing level of CEO oversight shows the importance of customer experience to the bottom line, hence the need for measurement," says Ed Thompson, Distinguished VP Analyst, Gartner

Despite agreeing with what Ed Thompson says, measurement of customer experience is a topic fraught with challenges. It’s understandable as it involves multiple touchpoints, traversing different channels with different objectives. Naturally, it becomes difficult to know what’s working and what’s not.

Nielsen mentions that measurable results might be good indicators to see the vitality of customer experience. But that same research also found that 80% of customer experience designers don’t use metrics.

Why such a discrepancy? It’s generally because adding metrics to your long, convoluted customer journey adds complexity to an already challenging task. The solution, then, is a three-step model to gather metrics for your customer journey.

Customer Experience vs Customer Service: What’s the Difference (6)

Step 1: Measuring overall customer journey

Since overall measurement gives a complete picture of efficiency, this stage and metric will be your ultimate measure of customer experience success.

After surveying 27,000 consumers, McKinsey stated that measuring the overall journey was a far superior indicator of an effective experience than measuring touchpoints.

As it noted: A company’s performance on journeys is 35% more predictive of customer satisfaction and 32 percent more predictive of customer churn than performance on individual touchpoints.

The most commonly used metrics for measuring the overall customer experience include:

(Video) Customer Service vs Customer Experience: Key Differences

  • Net Promoter Score (NPS)
  • Customer Effort Score (CES)
  • Customer Satisfaction (CSAT)

Let’s grasp their skin.

1. Net Promoter Score (NPS)

NPS is a criterion that measures customer loyalty, satisfaction, and enthusiasm with a company by asking customers one question: “On a scale from 0 to 10, how likely are you to recommend this product/company to a friend or colleague?”

Customer Experience vs Customer Service: What’s the Difference (7)

NPS, in general, gives you a customer experience-related number that you need for improving services, support systems, and post-sale handlings. NPS is widely used to rate a brand, service, or product.

How to calculate NPS?

  • Calculate the percentage of promoters from your surveyed customers.
  • Calculate the percentage of detractors.
  • Subtract the detractor percentage from the promoter percentage.

Why is NPS important?

Though NPS fairly indicates the quality of the relationship you have with your customers, no number alone, in general, is enough to paint a complete picture of your customer experience. The NPS system as a whole is extremely crucial because it allows businesses:

  • Dig deep through follow-up questions as part of the NPS survey. By asking customers the rationale behind the specific score they give to organizations, organizations can accurately pinpoint the areas for improvement.
  • Keep an eye on the quality and quantity of scores over time, helping in establishing internal benchmarks.
  • Infuse all the employees with one mission: Earning and retaining more customers through exemplary customer experience and service.

2. Customer Satisfaction (CSAT)

The CSAT denotes what it expresses on the tin: it measures the satisfaction level of customers with your business. One of the most straightforward methods of quantifying satisfaction, it can take into consideration the one particular touchpoint along the customer journey or with your brand as a whole.

The CSAT is based on a single question that indicates how close you are to meeting your customers’ expectations, such as:

How would you rate your overall satisfaction with the product(s)/service(s) you received from Company X?

  • Very unsatisfied
  • Unsatisfied
  • Neutral
  • Satisfied
  • Very satisfied
Customer Experience vs Customer Service: What’s the Difference (8)

Note that CSAT surveys aren’t always limited to a single question. You can customize multiple open-ended and closed-ended questions in the same survey to suit your need – like the Hilton Hotels chain does.

How to calculate CSAT?

CSAT singularly defines the percentage of happy customers. While doing this calculation, only "Very satisfied" and "Satisfied" responses are included. You have to divide the number of satisfied customers by the total number of survey responses and multiply that figure by 100.

Formula for CSAT:

CSAT score = (No. of satisfied customers ÷ Total no. of survey responses) X 100

Why is CSAT important?

The real authentication of great customer experience comes from genuine customer satisfaction, and satisfaction weaves up enduring magic⁠—just a 10% increase in a company’s CSAT score leads to a 12% increase in trust from customers.

Research has proved that enhancing satisfaction throughout the customer journey positively impacts customer satisfaction by 20%, boosts revenue by up to 15%, and lowers the cost of serving customers by 20%.

(Video) Customer Service vs. Customer Experience The REAL Difference

Moreover, the CSAT method offers other benefits:

  • It’s short, interactive, and easy to use.
  • The rating scale and types can be customized as per the context, allowing you to use stars, emojis, or numeric rating scales that go with your overall branding.
  • As it doesn’t eat up a lot of time and attention from customers due to the fewer questions, CSAT ensures higher response rates than its contemporaries.

3. Customer Effort Score (CES)

A customer effort score (CES) is a metric that measures the efforts customers exert for initiating interactions with your business.

These interactions include the efforts customers take to use your product, how easy it was to find the related information on your website, and how easy it was to get the problem solved by your service reps.

Formula for CES:

CES (Customer Effort Score) = (Sum of customer effort ratings ÷ Total no. of survey responses)

In short, rather than measuring the overall customer experience, CES measures the ease of customer interaction and experience by asking simple operative and functional questions like:

How to calculate CES?

CES is calculated by dividing total customer effort scores by the total number of survey responses. It gives you an average amount of effort your customers are putting in while interacting with your business.

The goal of the CSAT metric, then, is to give you specific and actionable insights about the areas that need drastic improvement. If your reports suggest that customers are putting a lot of effort into raising a complaint ticket, you know where the ailment is and what needs to be done.

Why is CES important?

By default, man is a pleasure-loving animal. The moment he encounters a high-learning curve or grueling friction in a task, he is consumed by the strong sense of abhorrence for it.

This truth of human nature was at the crux of an HBR article entitled Stop Trying to Delight Your Customers, which supposedly gave rise to the popularity of CES as a metric.

Its findings were unusual for that time: The simple way to increase customer loyalty is not through wowing your customers - but through making it easier for them to do what they want to do.

The article summarized this learning cogently by saying:

"When it comes to service, companies create loyal customers primarily by helping them solve their problems quickly and easily."


Here are some important research papers that prove the importance of customer experience:

↠ According to the research published in the book the Effortless Experience, “96% of customers with a high-effort service interaction become more disloyal compared to just 9% who have a low-effort experience.

94% of customers reporting low effort said they would repurchase, while 88% said they would increase their spending.

81% of customers reporting high effort say they would speak negatively about the company to others, indicating high efforts’ link with the likelihood of non-referral.

The verdict: Which metric best measures the overall customer experience?

(Video) Customer Service Vs. Customer Experience

It’s a matter of debate, as various experts have put their weight behind different metrics.

Gartner believes that CES outperforms NPS and CSAT in predicting customer repurchase and increased spending, as the following chart shows.

Customer Experience vs Customer Service: What’s the Difference (9)

McKinsey, on the other hand, describes the importance of customer satisfaction (CSAT): Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15%.

Clearly, all the metrics blow hot and cold on various key pointers. It’s, therefore, advisable to track all of them to have a complete picture of the effectiveness of your customer experience.

Step 2: Connect metrics to the customer journey

Since customer journeys differ with products and various purchase stages, metrics utilized to measure the effectiveness of each stage also differ. The critical question, then, is: Does each stage of our journey perform its main goal?”


  • Key question: Do customers know your brand, products, and product features?
  • Metrics to measure: Share of Voice in the market, total visits to your website


  • Key question: When customers have decided to buy, are they thinking about you?
  • Metrics to measure: Organic keyword traffic revolving around your product, retail store footfall


  • Key question: Once customers set out on a buying process, do they complete the purchases?
  • Metrics to measure: Abandoned basket/cart rates, footfall in stores vs. purchases


  • Key question: Are existing customers returning to shop with you again?
  • Metrics to measure: Customer Lifetime Value (CLV), repeat purchase rate, order value, customer service ticket volume


  • Key question: Are your customers ready to recommend you to others?
  • Metrics to measure: Net promoter score (NPS), sentiments on social media, referral numbers.

Step 3: Establish specific touchpoint metrics

The critical question in this step is: “Do your touchpoints remove friction and make customers happy?”

Physical touchpoint metrics examples:

  • Retail store: Total footfall vs. actual number of purchases, cart size, sales in retail, number of queries.
  • Retail point of purchase communications (POP): Sales uplift of products, overall sales uplift, halo effect on sales

Digital touchpoint metrics examples:

  • eCommerce website: Uptime, total drop-off points, bounce rate, loading speed, mobile page performance, stay time.
  • Online chat support: Length of support chat, customer satisfaction after the support chat, repeat purchase, waiting time, customer sentiments in chats

Note that all touchpoint metrics don’t have an equal impact on the overall customer experience. Some touchpoints, like posters, may need one metric to see if they’re working or not. Some critical touchpoints, like websites, may demand more than one metric.

Knowing which touchpoints are more important and how they affect customer experience, thus, is of vital importance. Peak-end Rule can be a guiding light in this context.

The Peak-end Rule: A behavioral science principle that can transform your customer experience.

The Peak-end Rule affirms that people finally judge an experience on how they feel at its peak and its end as opposed to the average of every moment of the experience. Whether the experience was good or bad, this holds true.

It unequivocally implies that customers will remember their whole experience with a brand based on only two moments: the best or worst part of the experience and the end.

Customer Experience vs Customer Service: What’s the Difference (10)

Caution: Without context, metrics mean nothing

Looking at how vulnerable numbers are to misinterpretation, metrics can be highly deceiving. If they have to make any sense, they need to be mounted in the right context. Dwell-time on a website is a classic example of this misinterpretation.

It’s easy to believe that dwell-time means customers are enjoying your website experience and are pleasantly hooked to it. However, in reality, they may be clueless about your website’s navigation and are feeling like getting lost in a cave.

The only solution is to infuse qualitative scrutiny like observational studies into quantitative data to comprehend the “why” behind every “what.”

Examples of Good Customer Experience

Now equipped with the actual meaning of customer experiences, the right metrics to measure it, and conclusive proof of why they are important, the next logical extension is to seriously flip through the examples that embodied the customer experience like never before and learn from them.

This steady decanting of learning will act as a walking-talking guide to your endeavors of crafting a memorable customer experience. After all, everything cannot be taught, but everything can be learned.

1. JetBlue: When as small as coffee became a big tool of customer satisfaction

When Paul Brown was flying through JetBlue airlines, and the hardcore coffee addict in him realized that it’s hard to grab his Starbucks coffee before boarding the plane because of the smaller terminal, he casually tweeted about it.

Within minutes of the tweet, JetBlue jumped to action, and the airport customer service representative handed over a tasty and creamy Starbucks venti mocha to his seat on the plane.

(Video) Customer Service versus Customer Experience

Not to mention, Brown was more than elated - not because he finally got to sip his favorite coffee. But because the experience came when it was least expected.

Customer Experience vs Customer Service: What’s the Difference (11)

📚 Key learning: This particular example is very much in accordance with the HBR article that we discussed earlier. The best way to satisfy customers and earn loyalty is to help them when they are in distress or facing trouble, however tiny those troubles may be.

First and foremost, it ensures your level of appreciation and value for the customer - the fulcrum of customer retention. And you don’t always have to put a heap of coins in it.

A small gesture, as small as a coffee cup, can warm your customers’ towards you - that too irrevocably. After this warm experience, it would be very hard for Mr. Brown to think about any other airlines - and that’s what a truly great customer experience does: it stays with you.

2. Trader Joe’s: Going out of way generally lands you into the customer’s hearts

We all go through a lot every day, and that grinding may get reflected in customers. The grumpy, sullen look is indicative of that. And it can severely escalate if children add to the troubles.

Trader Joe’s knew it well. When its employees saw that the toddler was seriously unhappy about something and was throwing tantrums, they broke into singing and dancing to hush the toddler playfully, giving rise to only one question: Who with naughty children wouldn’t appreciate this wonderful gesture by these employees?

📚 Key learning: Be mindful of the customers who aren’t having the best day and are feeling a little low. Find some little gestures and ways to cheer them up. They may forget what they had bought from you, but not how you brought a smile on their faces when they were forlorn.

3. The Ritz-Carlton Hotel Company: Turning customer errors into experience possibilities

Ritz-Carlton allows its employees up to $2,000 to fix any guest problem, with no further questioning.

One example is John DiJulius, who left his charger behind at The Ritz-Carlton Sarasota. He got a next-day air package with his charger and a note announcing: ‘Mr. DiJulius, I wanted to make sure we got this to you right away. I am sure you need it, and, just in case, I sent you an extra charger for your laptop.’

📚 Key learning: A little lapse or misplacement from customers is a great opportunity to win the customer permanently, provided you go above and beyond. You must foresee the trouble that customers might end up in for their lapses - and try to save them from it by proactive intervention.

4. Casper: Connecting customer experience to customer well-being

From being unable to sleep peacefully to insomnia, sleep-related problems are on the rise. Add to it the dread of loneliness, and the simple act of sleeping sometimes can be a horrible ordeal.

Casper, the ship-to-your-home king-size mattress maker, understood it and decided to make it a focal point of customer experience. Along with hosting conversations revolving around getting asleep within 40 winks, Casper developed a free chatbot specifically for insomniacs.

Customers can simply text “Insomnobot3000” from their mobile phones and say whatever comes from the heart, and the robot will have a real conversation with them between 11 PM to 5 AM.

Clearly, more than delivering a mere product, Casper was delivering product-related well-being through customer experience.

The element of care shone more brightly than a diamond. One shouldn’t be surprised to know that Casper generated more than $100 million in sales within the 1st year of the chatbot’s launch.

📚 Key learning: Deepen the human element in your customer experience as much as possible. Always be on the hunt to find ways of connecting your communication, service paraphernalia with the overall well-being of a customer.

No customer should be a mere account number for you. Like you, he is also made up of bones, flesh, and sentiments.

Repeated customers are the lifelines of brands and retailers.

Entertain and retain your loyal customers with exclusive reward points. Use Xoxoday to create better relationships with your customers.

Customer Experience vs Customer Service: What’s the Difference (12)


Is service and experience the same? ›

Service resolves an issue, addresses a need, delivers the result you expected in the first place. Experience goes beyond. It creates lasting impressions, shareable moments, lifetime reminders.

Is customer service an experience? ›

Customer service experience is the overall experience of a customer based on interaction with a company's sales, support and service teams before, during and after a purchase.

What is an example of customer experience? ›

You can create a personalized customer experience example by sending unique gifts and products to your clients. It cultivates customer loyalty and wins over customer trust. Usually, it's pretty hard to know the interests of a first-time customer.

What is meant by customer experience? ›

Customer experience encompasses every aspect of a company's offering—the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.

Why is customer experience more important than customer service? ›

A pleasant experience can leave a positive mark on your customer and help establish stronger brand loyalty. The experiences of your customers will have a longer lasting impact than anything else you do for them.

What is CX in customer service? ›

Customer experience (CX) refers to how a business engages with its customers at every point of their buying journey—from marketing to sales to customer service and everywhere in between. In large part, it's the sum total of all interactions a customer has with your brand.

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

What are the three elements of customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

What is another word for customer experience? ›

What is another word for customer experience?
customer servicecustomer care
client serviceproduct service
sales experiencecustomer focus

What makes a great customer experience? ›

In short, good customer experience can be achieved if you: Make listening to customers a top priority across the business. Use customer feedback to develop an in-depth understanding of your customers. Implement a system to help you collect feedback, analyze it, and act on it regularly.

How do you give a 5 star customer service? ›

  1. 5 good customer service examples to provide great service. Respond as quickly as possible. Know your customers. Fix your mistakes. Listen to your customers. ...
  2. 3 ways to improve customer service. Deliver context-based support. Innovate the customer journey. Invest in human and automated service channels.
10 Oct 2022

What are the four elements of the customer experience model? ›

- To truly understand customer experience we have to understand the four components required to build one. There are archetypes, activities, interactions, and principles. An easy way to remember these is to think about the different parts of a relationship.

What is customer experience and why is it important? ›

Customer experience is how customers perceive their interactions with your company. A successful strategy should be useful, usable, and enjoyable from the customer's point of view. In today's uncertain climate, customer experience and customer service are becoming two very hot topics.

What are the customer service skills? ›

Here are the top customer service skills your representatives need, according to data.
  • Persuasive Speaking Skills. Think of the most persuasive speaker in your organisation. ...
  • Empathy. ...
  • Adaptability. ...
  • Ability to Use Positive Language. ...
  • Clear Communication Skills. ...
  • Self-Control. ...
  • Taking Responsibility. ...
  • Patience.

What is another word for customer service? ›

Terminology. Today, we have dozens of terms for this basic idea, including customer support, customer care, client relations, and support service. Most of these are fairly interchangeable. Again, it's all just another way to say customer service.

What do CX people do? ›

They work to identify customer grievances and organize teams and projects to alleviate them. Unlike UX/UI design, CX designers address any and all issues that the customer may have when interacting with a company, not just problems that arise when using a single product or service.

What's a good example of customer service? ›

What are some examples good customer service? In retail, examples good customer service include remembering and appreciating repeat customers, forging a local connection with shoppers, putting your product knowledge to good use, and more. Read on below to discover what you can do to level up your customer strategies.

What makes a great customer service? ›

The key to good customer service is building good relationships with your customers. Thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more.

What is the first rule of quality customer service? ›

1. Be Nice. The first rule is so obvious that we almost feel silly stating it “¦ “Be nice.” No matter what the scenario, being warm, friendly, and engaging will go a long way toward making your customers happy.

How do you handle rude customers? ›

Ways to deal with rude customers
  1. Be empathetic. The simplest way to handle rude customers involves using empathy. ...
  2. Listen actively. ...
  3. Chunk the issue. ...
  4. Repeat what the customer has said back to them. ...
  5. Stay calm and stoic. ...
  6. Offer solutions. ...
  7. Offer a sincere apology. ...
  8. Set a time to follow up with the customer if necessary.

What is bad customer service? ›

What is Bad Customer Service? Bad customer service can be defined as when a business fails to meet the customer expectations in terms of service quality, response time, or overall customer experience.

What should I say in a phone interview for customer service? ›

Tell me about your previous customer service experience.

Instead, highlight the most relevant customer-oriented jobs you've had. And, if you do not have a lot of experience in customer service, discuss relevant skills that you have, such as communication skills, empathy, and problem-solving.

What is the key to customer service? ›

There are four key principles of good customer service: It's personalized, competent, convenient, and proactive. These factors have the biggest influence on the customer experience.

What is the main aim of customer service? ›

What is the common objective of customer service? The prime objective of customer service is to answer customer questions quickly and effectively, resolve issues with empathy and care, document pain points to share with internal teams, nurture relationships, and improve brand credibility.

What are the 5 main elements of customer service? ›

5 key elements of excellent customer service
  • Patience. Whether you are dealing with distressed customers or perhaps customers who are letting out their anger, it is important not to fold under the pressure. ...
  • Engage. Show an interest in your customers by engaging with them. ...
  • Knowledge. ...
  • Honesty. ...
  • Respect.

What does CX stand for? ›

Customer experience, or CX, is the overall perception a customer has of your brand after interacting with your business across the buyer's journey. From marketing, to sales, to customer service – CX is the sum of all touchpoints and can impact a customer's decision to return to your brand.

Why is CX short for customer? ›

For a time, the standard abbreviation for customer in Microsoft's customer service records was cu. This changed, however, when it was pointed out to the people in charge of such things that cu is a swear word in Portuguese. The standard abbreviation was therefore changed to cx.

What customer experience manager do? ›

The role of a customer experience manager (aka a CXM or CEM) is to proactively increase customer satisfaction and loyalty, through ensuring interactions meet customer needs and managing the customer life cycle. The ultimate goal is creating an ongoing strategy for anticipating and meeting customer needs.

What are the ten ways to improve customer experience? ›

  1. Identify Customer's Needs. ...
  2. Personalize the customer experience. ...
  3. Take regular Customer Feedback. ...
  4. Monitor Customer Experience & Satisfaction Metrics - NPS, CSAT, and CES. ...
  5. Identify potential churn. ...
  6. Address customers' issues efficiently. ...
  7. Provide omnichannel customer support. ...
  8. Improve product or service quality.
3 Sept 2021

What is quality customer service? ›

Quality customer service involves providing efficient, quick, and friendly service to customers as well as building strong relationships with them. It also entails responding to customers' issues in time and handling any complaints swiftly.

What questions are asked in a customer service interview? ›

23 customer service interview questions to ask candidates
  • How would you define good customer service?
  • What appeals to you about this role?
  • What's the best customer service you've ever received? ...
  • Can you tell me about a time when you received poor customer service?
24 May 2022

How do you master customer service? ›

Why great customer service is so important for a customer service representative
  1. Practice active listening.
  2. Learn to empathize with your customers.
  3. Use positive language.
  4. Improve your technical skills.
  5. Know your products and services.
  6. Look for common ground.

What are the 6 qualities a customer representative should have? ›

6 Essential Qualities of the Best Customer Service Reps
  • High emotional intelligence (EQ) ...
  • A positive attitude. ...
  • Flexibility and adaptability. ...
  • Clear communication skills. ...
  • Familiarity with (and passionate about) your products or services. ...
  • Problem-solving skills. ...
  • Conclusion.
5 Nov 2018

What are the 6 areas of customer service? ›

So they expect that your company will respond in a timely manner. There's no one definition for how quickly you should respond to any request.
  • The urgency of the problem.
  • The size of the issue.
  • Industry standards.
  • Customer expectations.
20 Nov 2020

What are the 6 basic customer needs in service? ›

The Six Basic Needs of Customers
  • The Six Basic Needs of Customers.
  • Friendliness. Friendliness is the most basic of all customers needs, usually associated with being greeted graciously and with warmth. ...
  • Understanding and empathy. ...
  • Fairness. ...
  • Control. ...
  • Options and alternatives. ...
  • Information.

What customer experience is not? ›

It's not a trend.

One quote from a recent article said: “Customer experience (also known as CX) is the new marketing, and it's also one of the hottest trends in business right now.” This rolled up so many things about what's wrong with this mindset! If customer experience is a trend, then we're all in trouble.

Why should we focus on customer experience? ›

A remarkable customer experience is critical to the sustained growth of any business. A positive customer experience promotes loyalty, helps you retain customers, and encourages brand advocacy. Today, customers have the power, not the sellers.

What does customer service mean to you best answer? ›

The short answer is, “making sure the customer is happy.” A longer answer is, “ensuring the customer or client is satisfied with the product or service provided.” Your interviewer wants to know what you consider quality customer service.

What is the difference of product from services and experiences? ›

At the heart of it, the main difference is that a product business sells physical, tangible objects, whereas a service business provides value through intangible skills, expertise and time.

What is service related experience? ›

Service experience is the end-to-end set of customer experiences that add value to a service. This is typically viewed from the customer perspective as a journey whereby a customer discovers, purchases, experiences and participates in a service.

What are examples of services? ›

A service is an "(intangible) act or use for which a consumer, firm, or government is willing to pay." Examples include work done by barbers, doctors, lawyers, mechanics, banks, insurance companies, and so on. Public services are those that society (nation state, fiscal union or region) as a whole pays for.

What is the best definition of service? ›

1. an act of helpful activity; help; aid. to do someone a service.

What is customer experience and why is it important? ›

Customer experience is how customers perceive their interactions with your company. A successful strategy should be useful, usable, and enjoyable from the customer's point of view. In today's uncertain climate, customer experience and customer service are becoming two very hot topics.

What are the five 5 common differences between products and services? ›

Table showing the differences between a product and service
A product is tangible, it is physical and can be held, seen and movableA service is intangible, can only be felt and not touched
Product value is derived by the customerValue of service is offered by the service provider
8 more rows

What are the four 4 major differences between goods and services? ›

So what is the difference between goods and services? The differences between goods and services are determined by four main factors: tangibility, ownership, quality measurement, and ability to return.

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

What makes a great customer experience? ›

In short, good customer experience can be achieved if you: Make listening to customers a top priority across the business. Use customer feedback to develop an in-depth understanding of your customers. Implement a system to help you collect feedback, analyze it, and act on it regularly.

What are the 3 types of services? ›

Services are diversified in three groups; Business services, social services and personal services.

What are 5 examples of a service? ›

Facts About the Service Industry
  • Recreation.
  • Arts and entertainment.
  • Social assistance.
  • Health care.
  • Waste management.
  • Professional and technical services.
  • Scientific services.
  • Transportation.

What are the 5 types of services? ›

Types of Services
  • Business Services. The services used by business organizations to conduct activities are known as business services. ...
  • Social Services. ...
  • Personal Services. ...
  • Banking. ...
  • Insurance. ...
  • Transportation. ...
  • Warehousing. ...
  • Communication.
9 Jun 2022

What is service answer in one sentence? ›

Services are intangible in nature; they are neither manufactured, transported nor stocked. Services cannot be stored for future use hence they are produced and consumed simultaneously. They are intangible in nature, heterogeneous, inseparable, inconsistent, perishable in nature, and require consumer participation.

What do you call someone who provides a service? ›

A service provider is an individual or entity that provides services to another party.

What does service mean to you interview question? ›

“Customer service means going above and beyond to keep the customer happy, whether that means answering any questions they have or resolving issues with a positive attitude. Customer satisfaction is the top priority, and hopefully creating loyal, returning customers.”


1. Why "Customer Experience" Is Bigger Than "Customer Service"
(Jon Picoult)
2. What's The Difference Between Digital Experience and Customer Experience?
3. Customer Experience Metrics: NPS, CSAT or Customer Effort: Explained!
4. Defining Customer Experience
(Stanford Graduate School of Business)
5. What is Customer Experience Management (CEM or CXM)?
(Eye on Tech)
6. What Is Exceptional Customer Service?
(Freshworks Inc.)
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