{"id":54369,"date":"2012-09-27T16:00:00","date_gmt":"2012-09-27T23:00:00","guid":{"rendered":"http:\/\/customerthink.com\/difference_between_customer_service_and_customer_experience\/"},"modified":"2012-09-27T16:00:00","modified_gmt":"2012-09-27T23:00:00","slug":"difference_between_customer_service_and_customer_experience","status":"publish","type":"post","link":"https:\/\/customerthink.com\/difference_between_customer_service_and_customer_experience\/","title":{"rendered":"The Difference Between Customer Service and Customer Experience"},"content":{"rendered":"
As a customer experience advocate, it is common for me to be asked, “What is the difference between customer service and customer experience?” While the answer is quite lengthy, the short response is simply this: customer service is one element of customer experience. Customer experience encompasses every touch point that someone may encounter when interacting with a company – support, sales, and customer service. And there are many communication channels that combine to make a customer interaction with one of the three key touch points a positive experience. Consistent messaging across all channels and touch points is integral to successful customer experience and vital to company success.<\/p>\n
When an individual sees an ad on TV, receives a direct mail piece, clicks on an ad, arrives on a landing page, views a video, receives a follow-up email, etc., etc., that individual should be having a seamless experience. The message, the look-and-feel, the offer, and the voice of the company should be consistent. Jim Sterne, Delivering a Consistent Customer Experience<\/a><\/em><\/p>\n What are the components that make up customer experience? Some are specific to the individual company, but here are some common touch points: TV, radio, print, direct mail, email, web-site, social media sites, retail locations, IVR (interactive voice response), call center, product or service. With such diverse communication channels available to customers, how is it possible to keeping messaging aligned to company goals and values?<\/p>\n3 Tips for Consistent Customer Experience<\/strong><\/h3>\n