Since not only have the terms customer centricity and customer experience been used almost inflationarily in the past, but the two terms have often been used interchangeably, today we would like to use this short article to explain the difference between the explanation of these two terms.
What are the similarities?
The similarities between the two terms are that both aspects serve to gain and expand customer trust and that there is no generally accepted definition.
The abbreviations for these two terms are CC (customer centricity) and CX (customer experience).
What does customer experience mean?
Customer experience expresses how the customer felt throughout the business relationship and what experiences he had at various touchpoints (touchpoints) - in short, it is the sum of all experiences.
So it’s not just about digital touchpoints, quite the mobile number list opposite: contacts with sellers, visiting exhibitions, meetings with technical specialists, calls to the hotline/customer service, contact with the driver during delivery of goods and much more are equally important. like the website, perceived social media presence, content offerings, etc. that customers and stakeholders receive from your provider.
The goal of customer experience management is to ensure the most positive experience possible across all touchpoints, and one of the key challenges for companies is to achieve high levels of consistency across the lifecycle and deliver on brand/performance promises at every touchpoint. dot.
This means: Customer experience always includes the buyer (prospect) journey and the customer (customer) journey.
What does customer centricity mean?
Customer centricity refers to a company culture that is consistently focused on the customer rather than the product.
To provide a good customer experience, a company must be customer-centric first. Customer focus/customer centricity is the primary motivation behind wanting to provide a good customer experience first and foremost.
Through customer centricity, the value chain is defined in such a way that it starts with the customer/prospect: it is about placing the expectations, needs and desires of the customer/prospect at the center of business activity and is therefore the basis for the customer experience.
Customer centricity also reflects the reason. Why do companies do what they do? What is the company's motivation and intention to provide customers with this kind of customer experience and experience?
Optimally, this means that before a company can deliver an ideal customer experience, it must be customer-centric. Good customer experience, in turn, demonstrates customer centricity, as customer-centric companies typically “match” customers/prospects across all touchpoints because they have succeeded in ingraining a consistent customer centricity in the minds of employees across all departments.
Essentially, we are talking about a very high level of trust, which consists of.