Service vs Experience

Customer Service is transactional and meets what is required. 

Customer Experience is relational. It is built on empathy, stories, and impact. 

The better business model utilizes Customer Experience. 

But we shouldn’t view Customer Experience exercises as revenue-generating, self-serving SOPs. The magic of Customer Experience, like when giving any gift, is not expecting something in return. 

We can hope that our interactions with the customer build enough trust and loyalty that they come back, but if they do not we can still know we did right by them.

But it is not in our control if they decide to come back, tell their network, or repeat business. What is in our control is the way we treat and serve them. If those actions allow for a greater probability that they do come back and give us their business, fantastic.

But the key is where your intent lies. And your customer will know.