Nikki Quinn at Playvox explains the difference between customer service and customer experience.
What Is the Difference Between Customer Experience and Customer Service?
A major difference for me is that customer service is reactive, and it’s often only used when a customer isn’t satisfied or if they have a problem or a complaint, sadly.
Whereas CX, so customer experience, is very proactive and aims to reach every customer. Which usually means that it’s seamless and it’s an enjoyable exchange from beginning to end.
I feel that customer service is just one piece of a much larger puzzle.
So, the difference really, I think, is while customer service is just one piece of the puzzle, focused on interaction and supporting customers, CX is the sum of the entire customer journey with your business.
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