We can all agree that ‘Service’ is an action of helping or doing work for someone. Service involves such tasks as answering questions, providing methods and modes of training, complaint handling, as well as demonstrating how customers can protect and maintain their investment and many more. Often-times, companies think their customer service representatives/department should also be designing and delivering ‘customer experience’ initiatives, which is drastically broader and involves more than just service.
Here are the major differences between customer service and customer experience:
- Customer Experience involves planned, intentional service acts that the customer has not thought of or expecting. A good example of this is providing a new innovative tool, like an app, to keep them updated of how to maintain their investment.
- Customer Experience involves the entire company. Everyone must come together and commit to reasonable and achievable actions that are consistently deliverable and measurable.
- Customer Experience involves breaking through barriers and setting a new standard. Many builders state that having a home 100% complete by orientation is not possible, but, consider the possibilities and impact on your company if you were able to achieve this. For years, experts said that the human body was simply not capable of a 4-minute mile. It wasn’t just dangerous; it was impossible. In May 6, 1954, Roger Bannister broke the 4-minute barrier, running the distance in 3:59.4. As part of his training, he relentlessly visualized the achievement in order to create a sense of certainty in his mind and body. Setting a new standard is what sets you apart.
To paraphrase Paul Simon, “Sometimes, the issue is simply that their ceiling is your floor. “