Customer experience management (CX) and customer service are more often misconceived as a similar concept. But, communication, assistance, and problem-solving are at the focal point of customer service. And customers’ experience is measured through their overall response from the first point of contact until the end of their journey. Here we notice that customer service focuses on the provider’s methods of providing services. Why stress on Customer Experience? The entire customer journey includes several checkpoints from the first contact in customer engagement to purchase formalities and customer support. A business follows this cycle to achieve customer satisfaction, brand awareness and finally closing a sale. However, the ultimate goal for any organization should not be to sell one time to a customer. But to earn customer loyalty for repeat business. A customer experience strategy is a key to achieving this.
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