Client service is about what you do. Customer experience is about how you do it. You want to provide the latter, every time, all the time.
So to summarize:
- Service is about what you do. Experience is about how you do it.
- Providing an experience, as opposed to a service, is more engaging, memorable and worthy of sharing with others.
- Your goal is to decrease customer sacrifice, which is that gap between what a customer really wants and what they’ll settle for.
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