❔”I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there’s nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?”❔
We need both customer service and customer experience to have a successful business. Customer service is essentially a reactive process. Customer experience is about being proactive and intentional. It’s about designing the journey for our customers so they can get what they need and achieve their goals in the most delightful and effortless way possible. When we do this well, we all win – customers and businesses! Customer service is just one piece of the puzzle. In this episode, Jeannie Walters shares how you can help your colleagues understand that customer experience is a fundamental business strategy that provides a holistic approach beyond reactive problem-solving.
Resources Mentioned:
YouTube: Jeannie Walters at Experience Investigators
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Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at www.speakpipe.com/experienceaction – and remember to follow her on LinkedIn!
Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
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