Customer Experience or CX is the ubiquitous term in business these days. Today, many companies are getting serious about investing more resources into building a solid customer experience. The term “customer experience” and “customer service” are often confused or used interchangeably. But in reality, they are not the same.
Customer experience (CX) focuses on the entire journey. It involves many different customer interaction points, including discovering and browsing a product to purchase to using it and later following up with the brand. It is the overarching sum of all interactions that measure how customers feel about a company overall and is not limited to helping and advising customers when they have a question or a problem concerning your product or service.
To put it simply, customer experience refers to the broader customer journey a customer takes with your brand. In contrast, customer service is solely limited to customer interactions when seeking help or advice during their journey.
And, indeed, customer experience is not merely about digital spaces. It is very much important in restaurants, in-store, or hotels as well.