What truly sets successful companies apart isn’t just good customer service — it’s a well-crafted customer experience. In this episode of CX Unplugged, host Gabrielle Gonzalez breaks down the key distinctions between these two often-confused concepts and explains why understanding them can make or break your business.
From the moment a customer first interacts with your brand to the final step of their journey, every touchpoint shapes perception, loyalty, and long-term success. Gabrielle explores how companies that prioritize customer experience not only build stronger relationships but also see greater profitability and retention. She also highlights how employee satisfaction directly fuels customer happiness — reminding leaders that you can’t expect exceptional service from disengaged teams.
Here’s what you’ll hear in this episode:
Why understanding the difference between customer experience and customer service matters for long-term business success
What customer feedback reveals about brand perception and improvement opportunities
The data shows that 79% of consumers switch companies after a poor experience
How prioritizing CX over transactions builds loyalty, drives growth, and keeps residents happy
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#CustomerExperience #CXUnplugged #CustomerService #MultifamilyManagement #CXStrategy #CustomerLoyalty #CustomerSatisfaction #Leadership #EmployeeEngagement #CustomerCentric
