Customer experience and customer service are two terms that are often used interchangeably. In this episode of On the Fly, Steve Curtin, author of Delight Your Customers, clarifies the difference. Here is how he defines key industry terms related to customer experience:
Organizations that consistently delight their customers and enjoy the benefits of lifetime loyalty have finely tuned systems. This means their people and processes are in place to ensure product and service quality. Watch the full video to learn more:
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