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Customer Service Vs. Customer Care

Customer Experience Vs. Customer Service Vs. Customer Care

These are three fairly common business terms nowadays. We see companies investing more resources in creating a seamless customer experience, resulting in a significant shift in business from profit-centric to customer-centric. The competition is shifting away from price and toward experience. There is no doubt that companies are beginning to prioritize the customer experience. What about Customer Service, and even better, Customer Care?

The difference between Customer Experience, Customer Service, and Customer care

Interacting with customers today is both easy and accessible, and challenging. As more and more communication channels emerge, the more instant the communication has become. However, it’s essential to know and distinguish between these terms and be aware of the areas they cover and the means of interaction they use. To get things straight: there is a considerable difference between Customer Experience, Customer Service, and Customer Care.

Customer service

The primary responsibility of Customer Service is to advise the customers and provide them with all sorts of help and assistance. The main focus of Customer Service is customer satisfaction, with the ultimate goal of increasing the CSAT. So, what exactly goes under Customer Service?

  • Responding to product/service inquiries
  • Assisting customers in making the best purchasing decision
  • After-purchase assistance for customers
  • Advising the customer on the best way to use the product/service
  • Troubleshooting a problem
  • Providing a fantastic purchasing experience for customers
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Customer care

Customer care is exactly what it sounds like: caring for customers while interacting with the brand. And genuine care entails listening to the customer’s needs and desires and developing appropriate solutions. Customer Care, while sounding similar to Customer Service, entails deeper interactions and the development of personal and emotional connections with customers. Another significant difference between the two is that customer care cannot be easily quantified, but both contribute to increased customer satisfaction. And while each company’s customer service strategy is unique (even within the same industry), here are some common examples: company (even in the same industry), here are some common examples:

  • Personalized customer interactions (like sending birthday cards)
  • Targeted and unique care (like sending suggestions based on their behavior)
  • Customer convenience (like a money-back guarantee or free delivery)

Customer Experience

The Customer Experience encompasses the entire customer journey, summarizing all brand interactions along the way. The Customer Experience refers to the whole customer lifecycle and every touchpoint a customer has with a product or service, rather than a single interaction. It also considers how customers feel about a company, including their emotional, physical, and psychological attachments to the brand. The process is lengthy, from discovering the brand to researching a product or service, making a purchase decision, purchasing the product or service, using it, and following up with the brand. All of this contributes to the overall Customer Experience.

Here, you can read more about the importance of the Customer Experience, how Customer Experience can drive business growth, and some valuable techniques to improve your Customer Experience.

Customer care service

The Conclusion

We wouldn’t be surprised if the three concepts of Customer Service, Customer Care, and Customer Experience sound familiar. This “confusion” frequently occurs because they all help a company keep its commitments to customers while

 creating loyal, satisfied, and returning customers. As a result, while the Customer Experience is the sum of all interactions, Customer Service and Customer Care are also critical components of the equation.

When we say that customer service and care are equally important parts of the equation, we mean that businesses should not overlook them in favor of a better customer experience. This is simply not possible. They are all related. Customer service and customer care are and will always be necessary because no matter how hard a brand works to provide a flawless experience, not every customer will be delighted at all times. This is precisely why all three segments should be equally incorporated and always collaborate closely. Only then will a company be able to maintain a large, satisfied, loyal customer base. And, as we’ve previously stated, loyal customers are return customers. Loyal customers will refer, recommend, and bring more customers with them.

So, while Customer Experience should be at the heart of everything a business does, incorporating Customer Service and Customer Care will result in faster and better results in exceeding expectations and keeping delighted customers. However, if you are having difficulty with any of these services, FrontLogix can undoubtedly assist you. We provide Customer Service and Customer Care outsourcing services and improve all touchpoints of the Customer Journey for a better overall Customer Experience.