Every Small Business Owner Needs to Know The Difference

Business Consultant Explains: What’s the Difference between Customer Service and the Customer Experience?

It’s quite impressive when a large company grows by multiple double-digit increments, but for small businesses, that’s not enough, not by a long shot.  Triple digit increases is where a small business consultant would tell you your focus should be, especially for smaller volume entities. In order to begin realizing these types of increases you have to be strategic in capturing a step that many small business owners miss, which is confusing customer service with the customer experience.

The difference between the two are vast and multi-dimensional. Your next competitive battleground is rooted within the quality of the experience your customer receives, not the service you deliver.

So, let’s get specific, customer service is simply defined as the provision of service to customers before, during and after a purchase, where-as, the customer experience is actually the interaction between an organization and a customer over the duration of the relationship.

For now, take a moment, close your eyes and visualize what the customer’s experience is like when they buy from you. Do you see a “set it and forget it” type of experience or do you see someone really taking the time to romance the customer and tee the relationship up for future referrals? Retail consulting services can help you identify opportunities to improve the customer experience.

Here’s a meaningful example how Filld makes it so easy for customers to buy from them. As the name suggests, you can get your gas tank filled without having to go to the pump. Yes, an on-demand gas delivery service. Talk about making it easy for your customer and what a wonderful experience not to have wait in line at the pump.

You have to be able to understand and more importantly predict both your customer’s emotional needs and service needs, simultaneously. Not always an easy thing to do however, but in order to deliver the best possible customer experience, you have to understand what it means to do this from your customer’s perspective.  So, let’s break it down.  Here is a list of top six (6) differences between customer service and an unforgettable customer experience.

Standard Customer Service Requires

1. Empathy
2. Responsiveness
3. Strong Listening Skills
4. Professionalism
5. Respect
6. Appreciation

Great Customer Experience is Knowing

1. What they want
2. What they do
3. What they see
4. What they think
5. How they feel
6. What they like

Find a Bay Area Business Consultant That Will Help You Improve the Customer Experience

Devine Solutions Group is the Bay Area’s premier Small Business Consulting firm. We make your life easier and assist you with improving your customer experience and retention.  Call us today for your FREE consultation and together let’s create an incredible service journey for your customers to experience. 888-933-8463.