Customer Experience, Service & Care
Mar 21, 2019
There is no doubt that last few years the customer experience undergone a dramatic transformation and increasingly engages the top of company’s priorities, and in many cases even precedes its price and quality focus.
What is the difference between customer experience, customer service and customers care?
Customer service is the reactive assistance that companies provide to its customers. Its goal is to help with guidance, trouble-shooting, answering questions and ensuring customer satisfaction. Most often it comes after a purchase has been made, and usually when something didn't fall within customer's expectations.
Customer care is on higher level than customer service and its intention is to proactively build an emotional connection between company and customer. It focuses on listening to customer’s needs and finding the right solutions for their wellbeing.
Customer experience is the complexion of all the customer’s interactions with a brand. It includes all the milestones from contacting, researching, advertising, purchasing, innovating and following up with the customer. Its goal is to cover the entire customer lifecycle and every touch point customer has with a product.
How to remain competitive and sharpen customer success?
The main focus nowadays is to change company’s culture and build its structure around customers instead of products, to deliver a brand promise, and to truly listen to your customers and feedback. The crucial keys how to accomplish that are:
- Create Customer Experience Strategy
- Be proactive and faster with customer responses
- Use the right technology to interact with customers and to measure CX (customer experience)
- And ultimately be convenient and consistent by using multi-channels capabilities and well-integrated customer service system (CRM).
Simply put - be easy to do business with. Just then you will fulfill customers needs beyond their expectations and achieve complete customer’s alignment.
TeamGuru is a small company and its success comes from customer satisfaction and referral recommendation. These two components generate by far the most sales and helps tremendously extend our marketing reach.
Our CEO, Pavel Humlicek, decided from the beginning to direct TeamGuru's focus on delivering outstanding customer experience by listening to our clientele. He is very passionate about the company he created, and developing what he believes benefits his clients the most. TeamGuru's philosophy is to be ever evolving and to always be adaptable. Our team works every day on new enhancements and tool's development. One of our greatest sources of ideas is user-generated input.
You are our inspiration, and we would love to thank you for sharing your valuable feedback with us. We appreciate your suggestions with the upmost gratitude. Our "close-to-heart" goal is for you to enjoy using TeamGuru's platform daily, and each time your ideas bring us closer to our purpose.
How do you stay competitive and what is your secret to keep customers happy? We would love to hear your thoughts.
Words of wisdom:
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
“The purpose of a business is to create a customer who creates customers.” – Shiv Singh
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs
“One of the greatest gifts you can give to anyone is the gift of attention.” – Jim Rohn
“People don’t care how much you know until they know how much you care.” – Theodore Roosevelt
The TeamGuru Way