The Mindful Leadership Blog

Just In! Do you deliver customer service or customer experience?

September 29th, 2021

What’s hot?      

According to research from American Express, 86% of buyers are willing to pay more for a great customer experience AND the more expensive the item, the more they are willing to pay!












So what?            

  • There is a distinct difference between customer service and customer experience. Customer Service is the touchpoint with your brand. Customer Experience taps into your buyers’ feelings and emotions and encompasses the entire customer journey.
  • 1 in 3 customers will leave a brand they love after just one bad experience.*
  • 49% of buyers have made impulse purchases after receiving a personalized customer experience.*
  • Customers that rate companies with a high customer experience score spend 140% more and remain loyal for up to 6 years.*

What to do?       

  • Dissect your customer’s current experience end-to-end. Identify what works well and what creates problems to identify opportunities to create an extraordinary customer experience.
  • Develop a clear, compelling vision for the kind of experience you want to create for your customers.
  • Use that customer experience (CE) vision as a filter for making all major product/service decisions.
  • Include mention of your CE vision with every major message you deliver to your team and your customer.
  • Consistently seek and share customer feedback. Celebrate real-time examples of how employees create emotional attachments to your customers.

Need assistance helping your leaders or organization take the courageous steps that unlock hidden potential and create significant and lasting change?  Contact us.

* global CX study by Oracle

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