Sikorski’s Think Abouts BLOG 9/28/14: Customer Service vs. Customer Experience

Customer Service (CS) is what you do for your customers at a specific time to help with an issue

  • —Poor CS almost guarantees that the next time your customer has a need, they’ll look elsewhere

Customer Experience (CX) is how your customers feel about you and your brand (Service and Products)

  • —Really helping customers and delivering a positive experience will create customer loyalty
  • —It costs 7 times more to attract a new customer than to retain an existing customer

Every industry is now realizing that customers are becoming more and more dissatisfied due to:

  • Inconsistent cross-channel experiences
  • Reactive rather than proactive CS
  • One-size-fits all mentality
  • Inefficient technology interactions
  • Lack of easy access to a “human”

My advice, “Think like a Customer” when developing/updating customer programs and services, websites, FAQs and voice recorded self-service Press “x” options.


Leadership + Empowerment = Great Customer Experience


We discussed: Remembering Your Journey, Tenets, What Should You Be, How to Create a New Leader, What Is Empowerment, How Do You Start Empowering Your Staff and How Empowerment Motivates.  Our “Ask Laura” question was about motivating senior staff.  The voice and video may be out of sync on your computer and for that we apologize.  Next week our guest is Mike Conti, Call Center Technologist.  We will be discussing technology solutions that you should be “thinking about” to satisfy your customers.  Thank you for watching and sharing!  L

Customer Service, Customer Experience, Technology