Customer experience vs customer service
They do get mixed up a lot. But there is a very important distinction.
- Customer service is part of the broader customer experience. Customer experience means all of the interactions a customer has with a brand and how they feel about those interactions (the people you interact with, their advertising, the packaging, the physical location, the ambiance, the decor, etc.)
- Customer service is the assistance a company provides to help a customer with its products or services. That’s a very specific part of customer experience, often the most important or most memorable part.
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