Customer Service and Customer Experience: Are They the Same Thing?

Many companies today consider customer experience to be customer service with some refinement. Some bling! But in concept and practice, they are entirely different.

They relate only in this way. Customer service kicks in when customer experience fails. Customer Service is what you provide before and after the sale, usually focusing on communication or solving a problem.

Customer Experience is your customer’s resulting overall impression across all company touchpoints, at every stage throughout their journey with your company.

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