AMAZING BUSINESS TV - Deliver on the Entire Customer Experience

04:25 · 2019

Do you know how to deliver on the entire customer experience?
I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the product. Customer service and customer experience are related concepts, but they are not the same. It’s the classic “a square is a rectangle but a rectangle is not a square” scenario; customer service is part of the customer experience, but the latter encompasses so much more. And you need both to succeed. Your product can be the best product in the world, and your customer service may be satisfactory or even good. But without the complete package, sooner or later you will be overshadowed by a company like the ones above whose entire CX is… Amazing. Shep Hyken is a customer service & experience expert, award-winning keynote speaker and New York Times bestselling business author.
For information go to For information on The Customer Focus™ customer service training programs go to
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