Customer Service Best Practices

Understanding the difference between customer experience and customer service, and how they work together, is crucial to improving your brand loyalty, customer service metrics and revenue. Short-term customer service interactions are just one of the building blocks of a long-term customer experience. And customer service will continue to be an integral part of a much broader and strategic practice of customer satisfaction. According to Bain & Company, companies that excel at customer experience grow revenues 4–8% above the market. 

In its simplest terms, customer experience is strategic — a holistic view that connects all customer events. It dives deeply into solving the root cause of an issue, bridges organizational silos and drives clearer business strategies. Looking across the customer experience from the customer’s perspective — and across all touchpoints — is a smarter way to do business.