Transitioning from Customer Service to Customer Experience

Posted on August 13, 2014 by


There is a shift happening in the way that businesses interact and build relationships with their customers. This appears to be a result of the expectations that customers have. Brands are evolving their models to shift the mindset from customer service to customer experience. Although the two are related, this is a significant shift in perspective and approach. Serving customers, versus creating an experience for them, can yield different results.

When you think about customer service, do you instantly think the service was bad or good? When you think about a customer experience are you more inclined to think about how you felt? We touched on this a month ago during our chat “Customer Service vs. Customer Experience

There are many brands that have ingrained the customer experience approach into their culture. Apple is a great example. When you go into an Apple store the experience is pretty consistent, regardless of location, from the look and the feel of the store to the approach staff members take. Another great example is Zappos, Shelly Kramer recently wrote about an experience with them. The story is a testament to the Zappos focus on not only providing great service, but also creating memorable customer experiences, which yields a competitive advantage.

Today’s #SMChat will focus on moving from providing great customer service to providing a memorable customer experience.  We will discuss the questions below on August 13th at 1pm ET.  We hope you will join us!

  1. What is the first step to shifting from a customer service to a customer experience mindset?
  2. What steps are necessary to empower/educate your entire organization to create a positive customer experience?
  3. How do you create a positive customer experience?
  4. How do you ensure that the customer experience is the same online and offline?
  5. How do you measure customer experience?


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