Wednesday, February 25, 2009

Customer service and customer experience

Recently at Retail Customer Experience Magazine, the address the issue of customer experience versus customer service, and how the two should not be confused. Bruce Temkin, a Forrester blogger, said, "For most companies, customer service deals with some key 'moments of truth' for customers," he writes. "So that function is an important participant in most efforts to improve customer experience. But firms can’t just focus on customer service interactions or offload responsibility for customer experience to the customer service organization." They also provided the diagram to the right.

How do you keep the two separated for your customers?

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