What’s the difference between customer service and customer experience?
Most would say there isn’t a difference. But if you’re a business leader, the difference is monumental.
I was thinking about it because National Customer Service Week is Oct. 4-8. It’s a real thing organized by PACE, the Professional Association for Customer Engagement and was launched by presidential proclamation in 1992.
The group has a host of online events and resources that you can see here.
To be clear, I’m not denigrating the work of the good people at PACE.
But it got my wheels turning because it’s a distinction that we make all the time at FiveFour.
Which is that good service is just the table stakes. It’s what you need to get in the game.
The goal of service is efficiency. It’s not making mistakes. It’s the baseline. Basically, it’s forgettable.
Companies today need to be something more – more intentional and meaningful.
It’s staging a memorable experience that the customer will tell their friends and family about. Which is all easy to say and much more difficult to do.
Next week, my partner and FiveFour CEO Dr. Nathan Unruh are going to share a discussion with you about the difference between a good service and a remarkable experience.
If you have questions or examples you want us to discuss, shoot me an email – nathans@fivefourtraining.com
Happy National Customer Experience Week!
Talk soon.