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What’s the difference between customer service and customer experience? People often ask me this in interviews. Now, customer interaction with your brand actually covers more than just customer service. In this video, I want to clarify the key difference between customer experience vs customer service.
I remember a time when the term customer experience was just used as a fancy term for customer service. At first, it was just created as someone’s attempt to spruce the term up. But shortly after that, it became a broader encompassing term that described a customer’s interaction with a brand or company across all fronts.
In one of my previous articles, I wrote about how customer experience is more about creating a more interactive overall experience. I gave Home Shopping Network as an example, and how they incorporated gamification on their website. They offered games and puzzles, incentivizing customers with discounts as their prize. This made for a fun and rewarding experience for customers.
So, what’s the difference between the customer service and customer experience?
Simply put, customer service is part of customer experience. Whereas customer service refers to all interactions that customers have with the people in the company, customer experience is broader.
There are many ways that customer interaction can happen when a customer does business with a brand or company. It can include visiting websites, promotional emails, text messages, watching brand videos, or even product packaging. All of the customer's interactions with these touchpoints fall under customer experience.
I invite you to watch the entire video to know more about customer experience vs customer service.
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