Capitol City Speakers Bureau
  • Home
  • Speakers
  • Events
    • American Heart Month
    • Patient Safety Awareness Week
    • Stress Awareness Month
    • National Nurses Week
    • National Women's Health Week
    • Breast Cancer Awareness Month
  • Blog
  • Clients
  • Testimonials
  • What's New
  • About
  • Contact
  • Request
Picture

BLOG

What's the Difference Between Customer Experience and Service?

10/20/2022

0 Comments

 
By Shep Hyken

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)?

While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience. It offered games and puzzles on its website. The prize for winning the game or solving the puzzle was in the form of discounts. That’s a great – and even fun – experience, but there is much more to it than that.

First, a little history. I remember the term customer experience being used as a fancy phrase to describe customer service. Many years ago, that’s all it was. Some smart person was trying to give a facelift to the term customer service. Not long after that, however, other smart people started using the term customer experience to describe every interaction with a company. That included customer service and much more.

This is where it confuses some people. Customer service is part of customer experience, but customer experience goes to a much broader level. Some of the obvious experiences include navigating a website, reading promotional emails and text messages, watching the brand’s videos and much more. Even opening a package is part of the customer experience. Think about how cool it is to unbox an iPhone or iPad. Back in the day, Steve Jobs was very specific about how he wanted the unboxing of the company’s products to be an amazing CX.

Some say that customer service is what happens when the customer experience goes wrong.

That’s part of it, but it’s not the whole picture. If you’ve followed my work, you know that customer service is not a department that deals with problems and complaints. It’s a philosophy to be embraced by every employee, from the CEO or owner to the most recently hired. It’s how you interact with people, both your internal and external customers.

The customer support department deals with questions, problems and complaints. Of course, their customer service skills must be at the highest level when dealing with unhappy customers and solving problems.

So, a short definition of customer service is all of the interactions that customers have with the people in the company. We can even broaden that to digital interactions, which now include chatbots, interactive experiences on a website and more. Just to emphasize, these interactions include, but go beyond, the interactions for customer support.

Customer experience includes customer service – and everything else a customer might experience when doing business with you.


Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event  a success!
0 Comments



Leave a Reply.

    Archives

    March 2023
    February 2023
    January 2023
    December 2022
    November 2022
    October 2022
    September 2022
    August 2022
    July 2022
    June 2022
    May 2022
    April 2022
    March 2022
    February 2022
    January 2022
    December 2021
    November 2021
    October 2021
    September 2021
    August 2021
    July 2021
    June 2021
    May 2021
    April 2021
    March 2021
    February 2021
    January 2021
    December 2020
    November 2020
    October 2020
    September 2020
    August 2020
    July 2020
    June 2020
    May 2020
    April 2020
    March 2020
    February 2020
    January 2020
    December 2019
    November 2019
    October 2019
    September 2019
    August 2019
    July 2019
    June 2019
    May 2019
    April 2019
    March 2019
    February 2019
    January 2019

    Categories

    All
    Amy Dee
    Andrew Busch
    Beth Boynton
    Bobbe White
    Chip Bell
    Christine Cashen
    Colette Carlson
    Courtney Clark
    Donna Cardillo
    Joe Flower
    John O'Leary
    Jonathan Burroughs
    Josh Linkner
    Karyn Buxman
    Kenneth Kaufman
    Kristin Baird
    Laurie Guest
    LeAnn Thieman
    Marilyn Tam
    Mary Kelly
    Mel Robbins
    Roger Crawford
    Ron Culberson
    Shep Hyken
    Steve Berkowitz
    Steve Gilliland
    Tim Hague
    Vicki Hess
    Zonya Foco

    RSS Feed

Home

SPEAKERS

EVENTS

Blog

CLIENTS

ABOUT US

Contact

Copyright © 2023 Capitol City Speakers Bureau
  • Home
  • Speakers
  • Events
    • American Heart Month
    • Patient Safety Awareness Week
    • Stress Awareness Month
    • National Nurses Week
    • National Women's Health Week
    • Breast Cancer Awareness Month
  • Blog
  • Clients
  • Testimonials
  • What's New
  • About
  • Contact
  • Request