May 15, 2023 – Much has been made of improved customer service and the hyperfocus on the customer experience in the last several years. Companies across the world have been focusing on tactics that are meant to improve their relational approach to bringing in customers and driving leads for the organization, focusing on improving the customer experience and strengthening their customer service processes.
But what’s the actual difference between customer service and customer experience? Have we lost the thread on what’s important to the customer as opposed to what’s important to the organization? How is internal and external communication involved in the customer experience?
Laurie Brown is a communications coach and customer service expert who has worked in a wide range of sectors for over 30 years. From working with bull semen salesmen to teaching customer service skills to the government of the kingdom of Bahrain, she has literally seen it all.
Brown recently sat down with Repertoire Magazine to discuss the difference between customer service and the customer experience, where companies get the idea of the customer experience right and wrong, and how companies can improve their communication processes.
Read more in the latest issue of Repertoire Magazine.