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What is Customer Service Experience and Why is it Important?

The Experience Maker
What is Customer Service Experience and Why is it Important?
By Dan Gingiss • Issue #3 • View online
Both customer service and customer experience are talked about often, but what is customer service experience?
Chris Zane, founder and CEO of Zane’s Cycles, said that “customer service starts when the customer experience fails.” How right he is! If you want to stop people from calling customer service, make the customer experience perfect. Of course, that’s not realistic.
When customers do call, a critical moment presents itself. We have the opportunity to convert someone who is upset with us (because we delivered a subpar experience or missed their expectations) into a happy customer for life… READ MORE

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Prediction: The future of customer experience | McKinsey
How to deliver the best customer experience: CX that rocks
Loss of 'Free Beer Fridays' Reveals Employee Service Center Issues
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Putting Customer Experience at the Center of Marketing Strategy - The CMO Club, a Salesforce Company
Podium Connect - Retail Leadership Summit
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