In this episode we compare customer experience with customer service.
- How we define the two
- What each one entails
- Why companies who focus on CX earn more $$
- Examples of the good, the bad and the ugly CX
- How to start optimising your CX (hint: start small!)
Mentioned in this episode:
• CX Leaders Podcast
• Book: “Uplifting Service” by Ron Kaufman
• Book: “Tribes” by Seth Godin
• https://go.forrester.com/press-newsroom/how-customer-experience-impacts-company-stock-performance/
• http://customerthink.com/customer-service-vs-customer-experience-vs-customer-engagement/
• https://www.marketingmag.com.au/hubs-c/opinion-valos-nambiar-university-skill/
