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Knowing the difference between Customer Service & Customer Experience

April 18, 2016 by Blog Posts

From The DiJulius Group.  www.thedijuliusgroup.com

Butlers outstretched hand and arm with call bell

Butlers outstretched hand and arm with call bell

Think about the last time you were running through an airport, headed to the gate to catch a plane. You stopped at the store to grab a magazine, snack and water. The cashier said hello, scanned the items you were purchasing, told you the amount you owed, took your payment, put your items in a bag, gave you your receipt and thanked you. Was it bad? Not at all, it was a typical transaction that would repeat itself at 99.9% of stores you visited in any airport in the US. Was it a memorable experience? No, that purchase will never cross your mind again.

So how do you know if you received an ‘Experience’ or just a ‘Service’? How do you know if you have delivered an ‘Experience’ or just a ‘Service’. People use these words interchangeably. Is Customer Service the same as Customer Experience from an interactional standpoint? That is what this article will define: The difference between someone providing a ‘Service’ versus an ‘Experience’? Let’s break them down and see.

CLICK TO FINISH THE ARTICLE

World-Wide Business Centres
575 Madison Avenue – 10th floor
New York, NY 10022
(212) 605-0200

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