Customer Service v Customer Experience
As a business owner you must understand the difference between Customer Experience and Customer Service.
Customer Service is reactionary. It is what you need to spend money on because your customers have a problem or they are unhappy. And it’s the customers who aren’t happy who will utilise most of that resource through complaints etc.
Customer experience is proactive. It’s about understanding what their journey and experience of interacting with you is like. The closer you get to creating an optimal customer experience, the less you’ll need to spend on traditional customer service.
