A lot of people use the terms “Customer Service” and “Customer Experience” interchangeably but the truth is that there is a big difference between the two and knowing the difference can change your dealership for the better. Here’s what you need to know:
The basic difference between Customer Service and Customer Experience:
Customer Service is set up to put out fires.
Customer Experience is created so you won’t have the fires in the first place.
Many dealerships have a Customer Service representative or even a small team that tries to satisfy upset customers. Between Sales and Service, you are dealing with tons of customers on a daily basis and there is bound to be a customer here or there that needs a little TLC.
What every dealership really needs, is to build Customer Experience into the culture of the entire dealership staff to deliver remarkable experiences that get customers coming back and telling their friends.
Customer service can have little wins here and there but Customer Experience has wins on a daily basis.
Customer Service is Important but Customer Experience is crucial.
In future blog posts, we’ll go into depth on how to create an exceptional Customer Experience, along with tips and ideas on how your dealership can crush your CX.