Customer engagement and customer experience are regarded as cornerstones of business development. However, there is a lot of confusion between the meaning of each terms, and even though they are often used as synonyms, customer experience is different from customer engagement. Take a look at the infographic below and find out how!
Customer Engagement vs Customer Experience
So, customer experience is the overall impression that customers have of their entire interaction with your company. CX is how customers rate the journey they’ve had with your company. Customer engagement, on the other hand, is more about keeping in contact with the client outside of product-related matters. It refers to all the communication between the clients and the company. Customer engagement means reaching out to customers and maintaining a relationship with them.
As you’ve seen in our infographic, customer experience and customer engagement are different, and enhancing each one of them will have excellent results for your business. But when you work on improving them both, these results will be significantly better. When you use both CX and customer engagement to grow your company’s reach, you get a synergic effect because customer experience and customer engagement are heavily intertwined. Here’s how they work together:
- The more satisfied the clients are with their experience and the more engaged they are with your brand, the more your company grows because they buy more and they buy regularly.
- If a customer has a good experience, they’re more likely to return and better engage with your brand, which, in turn, makes them more likely to make a purchase.
- Satisfied customers are also more likely to recommend your company to someone else, which makes them your brand advocates.
- Engaging your clients and maintaining a relationship with them increases their trust in your brand, which makes it more likely that they’ll enjoy a pleasant experience.
- Sparking customer engagement at the right moment in the customer journey makes for better sales, as well as a good experience because the customer feels taken care of.
Do You Now Know the Difference?
We hope that our infographic has given you a better idea of the differences between customer engagement and customer experience, as well as the connection between them. To put it simply, customer engagement and customer experience should be used in tandem. When utilized to meet your broader business objectives, you should see them improve one another, and hence grow your business.
The client will always remain the most crucial part of any business or service, which is why both your customer engagement and customer experience strategies deserve your time and attention. Should you have any questions, or would like to share some of your insights, do not hesitate to contact us.