Customer Experience Myths You Must Not Believe

Confusing customer experience with customer service? This is the most commonly believed myth that leads to loopholes in your CX strategy. Customer service isn’t all when you’re referring to a wider CX approach. It happens only when your business and customers come face-to-face. Then, there’s this belief that only B2C companies should focus on customer experience, disregarding its importance for B2B establishments.

The business world is nothing without customer experience. You provide your consumers with the best solution, best products, and best services possible. They won’t be satisfied unless you focus on making their journey pleasant and simple. Yet, most organizations fail to do this just because they believe in something that’s not true about customer experience. These misconceptions, wherever they come from, result in a faulty CX approach or no strategy at all. That’s why businesses must be able to distinguish between misbeliefs and realities.

In this blog, we’ll discuss some commonly believed myths that surround customer experience.

Busting 5 Common Customer Experience Myths

Still think customer experience is nothing but the use of the latest tools? While there’s no denying the significance of CX technologies, customer experience is more than just the incorporation of modern technologies. Someone might try to tell you that all your target audience cares about is the prices. Never believe this statement, as consumers consider their journey with your brand, too. If you believe your organization doesn’t need assistance from a CX consultant, be informed that it’s another misconception.

Below we’ll bust five common myths about customer experience:

1.      CX is the Same as Customer Service

You can’t say customer experience and customer service are identical. These aren’t. In reality, customer service is among the many aspects that the customer experience encompasses. Its prime focus is to facilitate consumers when they need direct interaction. For instance, when a customer gets in touch with your support team to resolve a product issue. You’re providing them with customer service.

Customer experience, on the other hand, is an umbrella term that covers all the touchpoints and pre-, during, and post-purchase processes. Instead of just focusing on the direct interaction, its prime objective is to help a customer throughout their journey with your company. It’s what creates and maintains your brand’s perception and clients’ emotional responses.

2.      It Only Matters for B2C Businesses

This misconception stems from the belief that B2B companies should only care about long-term value and relationships with many stakeholders instead of focusing on just one. According to some, the complexity involved in B2B business processes means these companies don’t need a CX strategy. So, the fact? It’s only a myth.

Fact check? Businesses in this domain can’t succeed without CX insights, strategy, and design. They need to establish trust, which isn’t possible without a robust customer experience vision. Moreover, the market is competitive for B2B businesses. Therefore, to survive and outperform their competitors, they need CX.  

3.      Customer Experience is All about Technology

Technology for customer experience? Sure, it has a significant impact. That said, it still doesn’t mean it’s everything you need for an excellent customer journey. Customer experience encompasses everything from human interactions to perceptions, emotions, and tools. Here’s why thinking CX is all about technology is a myth:

·         Customer experience needs genuine human interactions

·         Technology can’t understand customers’ needs

·         Personalization happens beyond technology

·         Creating an emotional connection requires human touch

·         Employees' experience is necessary for CX

In an actual sense, a great customer experience is a hybrid approach that uses both human skills and technology.

4.      Customers Only Care About Prices

Offer your consumers low prices on your products, but with a bad service quality. That’s when you’ll come to know that price isn’t the only thing that a client cares about. You can also not keep the prices sky-high with a great customer experience. It won’t do any good, either. The crux of the matter? You need both competitive prices and an excellent CX strategy. Other reasons why prices aren’t everything are:

·         Customer loyalty goes beyond the price range

·         Customer lifetime value depends on the experience

·         Brand reputation matters a lot

·         People prefer personalization

·         Customer satisfaction depends on their interaction

With that being said, you should stop believing that your target audience only cares about prices.

5.      You Don’t Need Help from a CX Consultant 

Last but not least, you might’ve been told by somebody that there’s no need to hire a CX consultant. It’s a misconception that often arises because people think customer experience is simple and anyone can shape it. That’s not true because it’s a product of CX insights, vision, design, and delivery. A consultant’s help is necessary to navigate many challenges and ensure the following benefits:

·         Experience and expertise

·         Best practices

·         Strategic planning

·         Seamless execution

·         Avoiding costly mistakes

Without an expert’s help, it’s impossible to design and deliver a great customer experience. You can get in touch with professionals at Enginecxdesign to achieve many milestones in terms of CX.

Create a Pleasant Customer Journey

You might come across many misbeliefs when talking about customer experience. Confusing CX with customer service, associating it with only B2C companies, and doing it all by yourself are a few of the many misconceptions. Get in touch with a reputed customer experience consultancy now if you’re planning to create a pleasant customer journey.