Date Archives August 2021

What does customer experience mean?

Customer experience
What does customer experience mean

I was chatting with my friend’s mom when she asked me, “what do you do?”

And then I was, hmmm… That would take some time to explain.

“I am a management consultant. I work in customer experience,” I said.

She looked at me with a perplexed look that tells me what does that even mean.

I guess so many people don’t know what does customer experience really means. Is it customer service? Marketing? Sales? Strategy? Operations? Wait… Designer?

And no, it’s none of the above, and yet we do touch upon all of the above.

Wait, what?

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Is Customer Experience the same as Customer Service?

Customer experience
Is Customer Experience the same as Customer Service?

I am often asked if Customer Experience is the same as Customer Service when I tell people what I do. 

The short answer is: No. They are not the same. 

Customer service is only one aspect of the customer experience. It’s one interaction with the customer. Customer experience, however, is everything the customer goes through when interacting with a brand. 

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