Uncovering The Difference Between Customer Service and Customer Experience

Episode 96 - Taking Your Customers on an Experience Journey with Marc Haine

The two phrases, customer service and customer experience are often used synonymously. But they are very different animals.

🛎 In this episode, Keynote speaker, Experience Expert, and author, Marc Haine, peels back the clients' Experience Journey, looking at what seeds expectations, and what we need to do to build brand loyalty in our businesses.

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⏱ TIMESTAMPS ⏱
00:01​​ Intro - Episode 96 with Marc Haine
00:28 Welcome to Marc Haine Live
02:19 How to Book a Free 30-Minute Discovery Call with Marc Haine
03:20 Question of the Day
05:06 Telling a Story About His Experience in a Donair Shop in Edmonton
10:58 Missing the Essentials to Making the Store Feel Inviting to Guests
11:43 Light! Camera! Action! Book
12:16 Our Customers, Clients and Guests Are On a Journey With Us
13:50 What is the Newbie Phase?
14:31 What is the Taker Phase?
16:20 What is the Active Participant Phase?
17:18 What is the Brand Ambassador Phase?
18:10 The Needs at Each Milestone of the Journey is Different
18:58 What is the Pool of the Tainted?
21:35 How Do You Get Your Customers Back?
23:41 Pro Speaker Presentation Speech Timer App
25:15 Set of Expectations that are at the Core of the Experience Journey Milestones
26:25 What is Customer Service?
28:25 What is Customer Experience?
29:48 Illustration to Differentiate Customer Service from Customer Experience
31:01 Transactional Versus Relational
33:19 Free Downloadable Customer Touchpoint Assessment

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