Customer Service Vs. Customer Experience

Customer service vs. customer experience; Do you know the difference?

One of the best exercises for you to do is make a list of companies or businesses that you go back to over and over and over again, and ask yourself why.

On the left, list five companies you return to again and again, and on the right write the reason for doing so.

For instance, on the left write, "I go to this restaurant at least once a week" and on the right write, "I go there because _____________."

The thing that goes into the blank is generally one of these six reasons. They will give you a lot of clues for your own business.

#1: Fast - 0:38

#2: Quality - 0:49

#3: Cheap - 0:57

#4: Luxury - 1:10

#5: User Friendly - 1:23

#6: Customer Service - 1:38

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[ultrawanv]

I come here after Pat post his family's experience at Catch.

[BredouAlbanBrice]

Customer Service Vs. Customer Experience

Key Takeaways:
-Customer service is reactive…dating customers
-Customer experience is proactive…marriage/VIP customers
Your goal should be to go from customer service to customer experience.

[AHLowe]

I am a Customer Service Expert and Love Customer Service (I really do not think it's boring at all). If employers and business owners would just get someone in their company to focus on customer service from a Business aspect, and learn it as an integral part of their business they will go further faster and with far less headaches. They also need to remember that by treating/converting employees into customers and treating them well they will gain so much revenue... In that there will be far less turn over, employees will tend to create customers and they will insure a non-toxic work environment. I have seen it happen time and time again. VALUE ADDED IS VALUE GAINED and in Customer service it will absolutely show a result in revenue and loyalty.

[danielsima]

How you as the owner treat your employees the employees will treat customers the person you are will reflect the amount of success you achieve

[ClaimNoName]

This is an amazing video where a lot of content probably went over the heads of a lot of people (and I sincerely don't mean that in a bad way and I watched the video 3X). This happens to be my personally field and business and Patrick your example at 12mins of customer EXPERIENCE where you shout out a client and congratulate him and his wife by name regarding their wedding anniversary did not go unnoticed. Very well done and said on a topic that can and does easily take hours to truly present in depth.

[teddybozzio]

I work in customer service and I'd love to say how I feel about it: in my experience customer service is about putting yourself in your customer's shoes. Think how you'd feel if you were the one dealing with that problem and imagine how you'd react - and how you'd love to be treated. Nice video, btw.

[gangavkar]

I really loved your simplistic explanation of converting Customer Service to Customer Experience and give birth to more VIP customer. Amazing training skills.. Thanks you Patrick.

[RossetBespokeButlers]

I absolutely loved this video. As a butler school and hospitality trainer I make a lot of service training videos and I watch a lot too, yours has rally stood out to me as well thought out and accurate. Thank you so much!

[patrickntsime]

The transition from customer service to customer experience is life changing for any relationships (personal, businesses and organizations). In these highly competitive, challenging and complex environments we live in, customer experience is a game changer. Hacking into the psychology of any customer is one of the best trade secrets ever to be applied by the hospitality and tourism industry. Thanks Patrick. Much appreciated!!!

[stefanduplooy]

One of the best videos I have seen on customer experience! I will most definitely always remember to create more VIP clients and treat them like royalty. Thank you Patrick for great advice.

[Peteristrate]

This video put me on guard, again, about how important is the customer experience and customer service.
It could even be the single long term growth drive of a business.
Thank you.

[onetwoeyesonyou]

You forgot to mention it is the feeling these things give you. It is emotional. If you feel good you come back no matter that it doesn't meet those other various criteria
.

[shaziabangash]

Patrick, customer service is not at all boring, it is the core of your business i think.You explained it so well. For me as a customer, it is extremely important and impressive if i am given this special treatment. And i am sure for many people too. I don't take a minute to switch from a bad customer service to a good one.

[doreenmusee]

How value adding is this veen in customer service for over 10years....never seen customer experience as different from customer service...thankyou for making a distinction ...value adding indeed

[Diego-skxs]

I've seen this video countless times. By far the BEST informative customer service vs. customer experience.
Thank You Patrick!

[samuelwubie]

I am banking operation trainer, I am told to give customer experience training without ToT, I was worried.This video gives me relief.Thank you very much.

[harmanpreetkaur]

Firstly the way he explained is just awesome n it completely hit the right point with those examples. In my view, both strategies are connected, service leads to the experience but a good service(before, during and after buying particulars) leads to the experience that stays as a VIP member of your brand which clearly shows each aspect of your brand that could be quality, quantity, the way you treat them, etc.

[Jsuazzo]

Watched this 6 years later. Now at 4.06 millions subs. Great job Pat!!!

[iconstone]

thank you. you did in half an hour what others could not handle in hours. straight to the point. loud and clear.

[marleyonaire]

ive been doing customer service since 2005 all of myc customer had a great experience no matter the situacion... because i made sure i ws a human to them.