Customer experience and customer service are two terms that are often used interchangeably. In this episode of On the Fly, Steve Curtin, author of Delight Your Customers, clarifies the difference. Here is how he defines key industry terms related to customer experience:
Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.
Customer experience is the product of any interaction between an organization and a customer.
Customer experience management defines the art and science of building lifetime customer loyalty from daily transactions.