Customer Experience

  • Uncategorized


Customerexperience, denoted as CX, refers to both the clients’ unconsciousand the responsive perceptions of their association with a particularbusiness (Melero, 2016). It results from the continuous interactionsbetween the client and the brand. There is a close interrelationbetween customer experience and customer service. I will, therefore,focus on the differences between the two, emphasize on the pivotalrole customer service plays in enhancing client familiarity andconclude by identifying a company with an exemplary customerexperience and how it delivers the experience to their clients.

Customerexperience vs. customer service

Thereis a thin line that differentiates the two practices. In fact,customer service is structured to be carried out within specificdepartments of an organization. On the other hand, customerexperience takes care of everything that the company offers fromquality, reputation, marketing, how their products are packaged, andtheir reliability to the simplicity of use of their products (Melero,2016).

Customerservice is vital when it comes to the provision of customerexperience since it is the only platform where the company interactswith the customer. It is responsible for the handling of paymentsand answering questions raised by the potential clients.


Customerexperience is an essential factor for any business that aspires toremain competitive in the business world. Zipcar a car sharingcorporation, has put up strategies to meet this factor right fromsigning up, collection and returning of the car (Spiess, 2014). Itdoes this by communicating their rules in a clear and concise waythat can easily be accessed by their customers. The company has alsocreated contact with the real clients on the ground and addressesthem as individuals and not as groups.


Melero,I. (2016). Recasting the in Today`s Environment.UniversiaBusiness Review,(50), 18-37.

Spiess,J. (2014). Using Big Data to Improve and BusinessPerformance. BellLabs Technical Journal (John Wiley &amp Sons, Inc.),18(4),3-17.

Close Menu