Before understanding the difference between customer experience and customer satisfaction, let us first understand what both these terms mean. Customer Experience can be broadly defined as the sum of all the experiences a customer has with a business across every touch-point. And on the other hand, Customer Satisfaction measures the degree of satisfaction a customer has with a product or service. Both these terms are interrelated, but they are significantly different from each other. The customer experience is much more than customer satisfaction, here are some key differences:
Difference Between Customer Experience And Customer Satisfaction
1. Customer Experience Begins Before Sale
Customer experience measures the experience of a customer at every instant with his\her interaction with the brand. It starts much before the actual product or service is purchased. We can say it starts with the comfort with which a customer can locate your product, the ease with which he can reach out to an executive for his queries and quickness with which he can access any information about your product. An organization looking at improving its customer experience quotient needs to ensure that it has a high visibility.
2. Customer Experience Is About The Holistic Picture
Customer Satisfaction measures the level of satisfaction a customer has with your product. But with rising competition in the market where differentiating products, prices, and services has become a challenge, the satisfaction quotient may not be enough. Organizations need to focus on loyalty and it is important to understand that to be satisfied is one thing and to be loyal to a brand is another. Remember a satisfied customer may not be loyal. Customer experience gives a more holistic picture of customer loyalty. It helps you understand if your customer’s needs are fulfilled, whether they want to pay for your products, whether they would recommend your product to others. Customer experience is a better indicator of the revenues and profits. It covers all the touch points, i.e. pre-sale, during a sale, and post-sale.
3. Customer Experience Is The New Branding
To know if a customer is getting the most out of a particular product is customer satisfaction. But customer experience measures if the need of the customer is resolved and whether they would return to repurchase the same product. It tells you if the customer would become an ambassador of that product. What if a customer is extremely satisfied with your product, but had a bad pre-sales and post-sales experience? They would not recommend your product to others. CE defines how your target market observes you as a brand.
Customer expectations are rising fast and word of mouth travels faster! As the customer becomes more empowered, it increases the importance of the customer experience. iSN global solutions can be your guide to increase your customer experience and increase the volume of your business manifolds. We have immense experience and knowledge of various verticals in industries and can enhance your customer experience to gain customers for life!