If I had to chose one important area that most businesses do not understand when it comes to their customers, it is the difference between their Customer Service and Customer Experience. In my involvement in the customer experience discipline the last 8 years, I can’t count the number of times people have equated their customer experience to their customer service.
Ok Let’s be honest do you know the difference for your own business ? I think you should and here’s why.
When you cut through all the marketing buzz on , technology, mobile , search engine , Tweets, Blogs & Post, what it all comes down to is two words – the reason for any business-
Let there be no mistake, we are now living in A CUSTOMER DRIVEN MARKETPLACE. (Just ask Netflix & Bank of America. What Joe Pine & Jim Gilmore argued in the seminal work in 1999, “The Experience Economy, is now a reality. So Welcome to “THE EXPERIENCE ECONOMY”.
Lesson number one, your customers want more than just your goods or services. They want EXPERIENCES. Experiences that engage them in an inherently personal way ultimately creating a great memory.
Your Customer Experience more than what you sell or its quality, will differentiate your business more than any other factor. Your Customer Experience encompasses much more than what everyone refers to as your customer service.
Since the purpose of this post is intended to provide you a tip, not an essay I’ll keep it simple. I hope you don’t mind.
When I think of CUSTOMER SERVICE, I think more of a transaction, handling a problem, limited in duration from a time standpoint. Promptness, Please & Thank You, Maybe a genuine smile are interactions that come to mind. Nothing really special or as I say story worthy. Is it important? YES ! — But is it a compelling experience?
When I think of the word EXPERIENCE, I think of an event, a journey, an adventure. It’s more holistic and emotional. It’s different and original. It involves senses and surprise. The good ones leave an indelible memory. There’s a story. A beginning, middle, and end. Call it a WOW.
There’s a big difference between the words service & experience. Black & /White. Day & Night.
A Great Experience Staged by a Business Rocks Customers
I hope this post provokes some new thinking on your customer experience. See Links below to a couple of additional resources on The Experience Economy and The Customer Experience. Please feel free to join the conversation, tell a friend about this site/blog and would love to have you join The Rock Your Customers Community.