What's the Difference Between the Customer Experience and Customer Service?
During her address at last year's ESA Industry Luncheon and Annual Meeting, Kristen Simmons, partner at Lightswitch, introduced many ESX attendees to the idea of the customer experience.
It was an incredibly well-received keynote, but Simmons says that there's one question many people have: what's the difference between the customer experience and providing good customer service?
"The customer experience," she says, "is looking at every single interaction your company has with a customer. When you think about it, there are thousands of interactions. For a security company, it could be how easy it is to read the bill that comes in the mail or did the technician put booties on their shoes when they came in the house.
"It's all these little things you don't always think about that contribute to the overall experience."
But that doesn't mean that customer service is a totally separate idea, she says.
"Customer service tends to be more reactive; we're only doing customer service when someone gets in touch with us. But the customer experience is all the stuff that happens when we're not paying attention," says Simmons.
We caught up with Simmons recently to talk about her Super Session at ESX 2013 - Build Your Customer Experience Workplan (Wednesday, June 19, 9:30-11:30am).
Watch what she had to say below.