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Customer Service vs. Customer Experience

Updated: Aug 19, 2020

How to enhance customer experience via digital marketing.

The main difference between customer service and customer experience is that customer service is reactive and customer experience is proactive.

For example, if somebody is unhappy with your product and service they may make a complaint, resulting in your business responding very politely (hopefully) and resolving the problem as part of your customer service policy.

An example of great customer experience is when a valued customer receives a reward or an incentive for being a loyal consumer e.g “As a valued loyal customer we are issuing you with an exclusive 20% OFF voucher code for your next purchase”.

There are many ways you can improve online customer experience for your audience. We advise the following digital tips:

  1. Ensure your website is user-friendly. This includes navigation, clear call to action, site speed and all websites have to be mobile-friendly. The majority of website traffic comes from mobile devices. 

  2. Engaging branding. Have you ever landed on a really inviting website or social media page and it has encouraged you to spend more time on the platform? Or maybe you have visted an awful clunky looking website and you have immediately closed the tab? Branding including colours, fonts and graphics are an important element of increasing customer experience. Entertaining videos, beautiful pictures and maintaining an upbeat tone of voice all impact the experience a customer will have when visiting your business online.

  3. Providing discounts or promotional offers to VIP customers. Your loyal customers will become your best recruiters. Treat them well and they will tell everybody about you.

If you would like to find out more about this, please contact us directly;


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