The Difference Between Customer Service and Customer Experience

The customer experience really encompasses every live, print and digital interaction point that people could possibly encounter when they're interacting with your business. So the customer experience begins before people are a customer. It even persists longer than you'd imagine. You hope you never have a customer that defects from your business, but if they do, i'd argue that that point of defection deserves to be managed as careful and deliberately as any other touch point within your customor life cycle. The real focus needs to be on custom orexp ence and thinking broadly about the entire universe of interactions and touch points that really shape people's impressions of your business.