The Guaranteed Customer Experience

Customer service differs from customer experience.

Many people think customer service and customer experience are the same thing. Yet, customer service is only one of the many aspects of customer experience. Customer service usually refers to the help and advice consumers receive when they buy a company’s product or make use of its services.

In contrast, customer experience covers every customer interaction with a company. It includes, for example, a business’s location and accessibility, a store’s layout and style and even the music a store might play. Customer experience also includes the design, quality and usability of products, whether you have the same experience no matter which of a company’s stores you walk into and the reliability of any third parties that provide aspects of your service. Giving customers a great customer experience isn’t about identifying and managing every single interaction a customer has with your company. It involves understanding which one, main problem your business seeks to solve and ensuring you consistently solve this problem for your customers better than your competitors.

Write a customer problem statement. Identify...