{"id":7104,"date":"2020-09-09T16:25:51","date_gmt":"2020-09-09T22:25:51","guid":{"rendered":"https:\/\/www.englandlogistics.com\/?p=7104"},"modified":"2020-09-10T08:30:17","modified_gmt":"2020-09-10T14:30:17","slug":"why-customer-experience-matters-most","status":"publish","type":"post","link":"https:\/\/www.englandlogistics.com\/why-customer-experience-matters-most\/","title":{"rendered":"Why Customer Experience Matters Most"},"content":{"rendered":"
Customer experience is the impression customers have of a brand as a whole throughout all aspects of the buying and service journey. The customer experience creates their view of a company and impacts factors related to the bottom-line including revenue, customer growth and retention.<\/p>\n
In business, the primary touchpoints that create the customer experience are\u00a0people, product, service and brand image.<\/em><\/p>\n When you\u2019ve been a customer, have you ever been blown away by the performance of a product or service? Have you been delighted by the attention an account manager or customer support rep provided to help solve your problem? These are general examples of factors at play when a company creates a great customer experience, and without this experience, businesses lose customers.<\/p>\n <\/p>\n <\/p>\n You may be asking yourself if\u00a0customer service<\/a> is\u00a0part of the customer experience. Or is customer experience what happens when someone receives customer service? Are they the same thing?<\/p>\n Customer service is definitely a more familiar term \u2014 it\u2019s also the more narrowly scoped of the two. It requires that your team possess a\u00a0particular set of skills, including adaptation, time management, communication, attentiveness, relationship, persuasiveness and tenacity, so they provide the answers and assistance your customer needs. Customer service is the human element in the customer journey and the voice your customer recognizes as a trusted representation of the organization.<\/p>\n A remarkable experience for your customers \u00a0is critical to the sustained growth of any business. It promotes loyalty, helps businesses retain customers, and encourages brand awareness. Customer experience refers to the customer journey across the organization\u2014it includes every interaction between the customer and involves all the ways the business interacts with a customer.<\/p>\n <\/p>\n While these three areas are quite distinct, there are no hard lines between them. All of the pieces combine and work together to make up the customer experience. The terms \u201ccustomer service\u201d and \u201ccustomer experience\u201d are often confused or used interchangeably. They\u2019re not the same thing, but they are related.<\/p>\n The difference between customer service and customer experience is that while customer service is one piece of the puzzle \u2014 focused on human interaction and directly supporting customers \u2014 customer experience is the sum of the entire customer journey with your business.<\/p>\n At England Logistics, we focus on four cornerstones of the\u00a0cus<\/a>tomer-first strategy. These four cornerstones create quality customer interactions that ensure each customer receives a valuable experience as we demonstrate a clear investment in\u00a0customer needs.<\/a><\/p>\n <\/p>\n Great customer experience<\/strong>\u00a0is built on the cornerstones of a\u00a0customer-first strategy that demonstrates a clear investment in every\u00a0experience<\/strong>\u00a0with the customer. We are passionate about the success of our customers and empower people to lead in delivering world-class customer experience and customer service. An outstanding customer experience keeps customers coming back while spreading the word about their encounter with your company.<\/p>\n One of the ways to make sure your customers are completely satisfied is to give your employees the resources and authority to deliver on the promise of excellent service. Customers want to deal with one person, not three different people. This is very important when a customer has an issue.\u00a0Empowering your employees\u00a0to do what\u2019s best for the customer will avoid negative experiences.<\/p>\n In today\u2019s highly competitive landscape, anything less than an exceptional customer experience will lessen a business\u2019s chance to succeed. A stellar customer experience will not only keep your customers coming back for more, but it will also allow you to stand out from the competition. Providing a reliable, consistent experiences will always keep customers coming back for more.<\/p>\n <\/p>\n ###<\/p>\n <\/p>\n About England Logistics<\/strong><\/p>\n England Logistics offers a vast portfolio of non-asset based transportation solutions including full truckload services, intermodal, dry and temp controlled LTL, parcel, and complete supply chain management. The company is recognized among the \u201c50 Best Companies to Sell For\u201d by Selling Power magazine and \u201cTraining Top 125\u201d by Training magazine. Headquartered in Salt Lake City, UT, the company also has offices in Atlanta, GA; Detroit, MI; Greeley, CO; Ogden, UT; and Portland, OR. For more information visit\u00a0<\/em>www.englandlogistics.com<\/em><\/a>.<\/em><\/p>\n <\/p>\n","protected":false},"excerpt":{"rendered":" Customer experience is the impression customers have of a brand as a whole throughout all aspects of the buying and service journey. The customer experience creates their view of a company and impacts factors related to the bottom-line including revenue, customer growth and retention. In business, the primary touchpoints that create the customer experience are\u00a0people,… Read more »<\/a><\/p>\n","protected":false},"author":12,"featured_media":7112,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"libsyn-item-id":0,"libsyn-show-id":0,"libsyn-post-error":"","libsyn-post-error_post-type":"","libsyn-post-error_post-permissions":"","libsyn-post-error_api":"","playlist-podcast-url":"","libsyn-episode-thumbnail":"","libsyn-episode-widescreen_image":"","libsyn-episode-blog_image":"","libsyn-episode-background_image":"","libsyn-post-episode-category-selection":"","libsyn-post-episode-player_use_thumbnail":"","libsyn-post-episode-player_use_theme":"","libsyn-post-episode-player_height":"","libsyn-post-episode-player_width":"","libsyn-post-episode-player_placement":"","libsyn-post-episode-player_use_download_link":"","libsyn-post-episode-player_use_download_link_text":"","libsyn-post-episode-player_custom_color":"","libsyn-post-episode-itunes-explicit":"","libsyn-post-episode":"","libsyn-post-episode-update-id3":"","libsyn-post-episode-release-date":"","libsyn-post-episode-simple-download":"","libsyn-release-date":"","libsyn-post-update-release-date":"","libsyn-is_draft":"","libsyn-new-media-media":"","libsyn-post-episode-subtitle":"","libsyn-new-media-image":"","libsyn-post-episode-keywords":"","libsyn-post-itunes":"","libsyn-post-episode-itunes-episode-number":"","libsyn-post-episode-itunes-season-number":"","libsyn-post-episode-itunes-episode-type":"","libsyn-post-episode-itunes-episode-title":"","libsyn-post-episode-itunes-episode-author":"","libsyn-destination-releases":"","libsyn-post-episode-advanced-destination-form-data":"","libsyn-post-episode-advanced-destination-form-data-enabled":"","libsyn-post-episode-advanced-destination-form-data-input-enabled":false,"libsyn-post-episode-premium_state":"","libsyn-episode-shortcode":"","libsyn-episode-embedurl":"","footnotes":""},"categories":[368,377,369,371,370,372],"tags":[],"yoast_head":"\nHere are a few\u00a0customer experience statistics to note:<\/h4>\n
\n
Customer Service or Customer Experience? <\/u><\/h2>\n
How to Create a Great Customer Experience<\/u><\/h2>\n
Primary Touchpoints of Customer Experience<\/u><\/h2>\n
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The Four Cornerstones of a Customer-First Strategy<\/u><\/h2>\n
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What is a Great Customer Experience?<\/u><\/h2>\n