Customer Service Vs. Customer Experience
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- เผยแพร่เมื่อ 12 ต.ค. 2016
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Customer service vs. customer experience; Do you know the difference?
One of the best exercises for you to do is make a list of companies or businesses that you go back to over and over and over again, and ask yourself why.
On the left, list five companies you return to again and again, and on the right write the reason for doing so.
For instance, on the left write, "I go to this restaurant at least once a week" and on the right write, "I go there because _____________."
The thing that goes into the blank is generally one of these six reasons. They will give you a lot of clues for your own business.
#1: Fast - 0:38
#2: Quality - 0:49
#3: Cheap - 0:57
#4: Luxury - 1:10
#5: User Friendly - 1:23
#6: Customer Service - 1:38
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I have watched many videos, but this, hands up!!!
Its pure value sharing, to think that i got all this valuable content for free! amazing!
I am a Customer Service Expert and Love Customer Service (I really do not think it's boring at all). If employers and business owners would just get someone in their company to focus on customer service from a Business aspect, and learn it as an integral part of their business they will go further faster and with far less headaches. They also need to remember that by treating/converting employees into customers and treating them well they will gain so much revenue... In that there will be far less turn over, employees will tend to create customers and they will insure a non-toxic work environment. I have seen it happen time and time again. VALUE ADDED IS VALUE GAINED and in Customer service it will absolutely show a result in revenue and loyalty.
Awesome comment.
Come to aviation business.. you'll get to know how it's feel like to be humiliated. ✈️
Absolutely, I'm a big believer in the power of exceptional customer service. It's anything but boring! When businesses embrace customer service as a fundamental part of their strategy, it impacts the overall customer experience and it will help them achieve faster growth with fewer headaches.
@@s.rooh-ul-hasnainrazanaqvi2477I'm in tech have worked for various companies been humiliated 1000's of times.... Worked for FEMA during Katrina, been cussed at by people for life saving meds they could not afford to pay for at the end of the day you have to have thick skin in customer service... You have to learn how you can be the bright spot in someone's day and you have to learn how you can do that for any company... Customer service definitely is not for everyone but in my 20 year experience if you work for someone who values customer service in their business and learns that when they support their customer service employees it makes the humiliation easier to deal with, if customer service employees can solve problems that is better for business and when companies realize this it makes your job easier and theres less humiliation because you can solve issues not create them... Unfortunate many companies dont give their employees that freedom.
Agreed.
Customer Service Vs. Customer Experience
Key Takeaways:
-Customer service is reactive…dating customers
-Customer experience is proactive…marriage/VIP customers
Your goal should be to go from customer service to customer experience.
A customer experience is anesthesia.
...and the business goal is to make your customers your "recruiters".
Yes, and like with any marriage, you need to have an active discussion between you and your spouse. You need to ASK what they are experiencing and feeling. How is their experience compared to the messages your company is putting out there... setting the expectations. If you don't ask, you won't know.
How you as the owner treat your employees the employees will treat customers the person you are will reflect the amount of success you achieve
Totally agree!
100%
Yeah, you're right. Employees are the internal customers indeed.
So very true!!
Your employees are your 1st customers.
I work in customer service and I'd love to say how I feel about it: in my experience customer service is about putting yourself in your customer's shoes. Think how you'd feel if you were the one dealing with that problem and imagine how you'd react - and how you'd love to be treated. Nice video, btw.
ive been doing customer service since 2005 all of myc customer had a great experience no matter the situacion... because i made sure i ws a human to them.
Great! 👏That is very important to make your personality stand out especially since most places have self serve kiosk
I really loved your simplistic explanation of converting Customer Service to Customer Experience and give birth to more VIP customer. Amazing training skills.. Thanks you Patrick.
he got the charisma make me stay focus for more then 15 mins and understand clearly
The transition from customer service to customer experience is life changing for any relationships (personal, businesses and organizations). In these highly competitive, challenging and complex environments we live in, customer experience is a game changer. Hacking into the psychology of any customer is one of the best trade secrets ever to be applied by the hospitality and tourism industry. Thanks Patrick. Much appreciated!!!
This is an amazing video where a lot of content probably went over the heads of a lot of people (and I sincerely don't mean that in a bad way and I watched the video 3X). This happens to be my personally field and business and Patrick your example at 12mins of customer EXPERIENCE where you shout out a client and congratulate him and his wife by name regarding their wedding anniversary did not go unnoticed. Very well done and said on a topic that can and does easily take hours to truly present in depth.
Patrick, customer service is not at all boring, it is the core of your business i think.You explained it so well. For me as a customer, it is extremely important and impressive if i am given this special treatment. And i am sure for many people too. I don't take a minute to switch from a bad customer service to a good one.
One of the best videos I have seen on customer experience! I will most definitely always remember to create more VIP clients and treat them like royalty. Thank you Patrick for great advice.
I absolutely loved this video. As a butler school and hospitality trainer I make a lot of service training videos and I watch a lot too, yours has rally stood out to me as well thought out and accurate. Thank you so much!
Firstly the way he explained is just awesome n it completely hit the right point with those examples. In my view, both strategies are connected, service leads to the experience but a good service(before, during and after buying particulars) leads to the experience that stays as a VIP member of your brand which clearly shows each aspect of your brand that could be quality, quantity, the way you treat them, etc.
I am banking operation trainer,I am told to give customer experience training without ToT,I was worried.This video gives me relief.Thank you very much.
thank you. you did in half an hour what others could not handle in hours. straight to the point. loud and clear.
After i worked in customer service for so many years, that why my business is very successful.
Very Good!!!
*years of customer service helped my business
How value adding is this veen in customer service for over 10years....never seen customer experience as different from customer service...thankyou for making a distinction ...value adding indeed
I've seen this video countless times. By far the BEST informative customer service vs. customer experience.
Thank You Patrick!
It's only when you encounter a problem or difficult situation that you find out just how reputable a company can be. The good ones want to know immediately, while the others hope to never hear from you.
Holy fuck i literally saved 4 years of Business college, thank you for existing Patric :D
Pretty much.
well youtube do have a customer service phone number +1 877 22O 7407
This video is amazing as he explained customer service and customer experience. Customer experience - it is proactive and is all about detailing.
This video put me on guard, again, about how important is the customer experience and customer service.
It could even be the single long term growth drive of a business.
Thank you.
+Peter Istrate It's a boring topic but it helps with exponential growth.
I found it captivating enough.
By the number of views and likes, it's definitely not boring :D
INBOOK - Mobile Feedback Station th-cam.com/video/W8xSL1hiXXs/w-d-xo.html
@@VALUETAINMENT Definitely not boring.
I liked the customer service the most. It helps to retain your customer and get new ones through word of mouth.
The way he explained customer service and customer experience was fascinating via examples which are relatable on the personal front. I think both the strategies are important, because customer service is the initial stage which further leads to a better customer experience. And when a company provides a better customer experience, they make more loyal customers which in turn becomes beneficial for the company.
Customer service adds value to a product and builds enduring relationship. Customer experience is the entirety of the interactions a customer has with a company and its products.
Good customer service is when you encounter problems they solve your problems quickly and treat you nicely. Good customer experience is good customer service + they have done lots of work to minimize potential troubles beforehand so you encounter NO problems at all. For me good service and experience are the must-have. Only when a provider has achieved these will I consider its "warm, personalized greetings" or "birthday gift card" valuable.
Patrick you are sensational! I am starting a job in retail very soon and you have explained the difference between Customer Service and Customer Experience so clearly! Thankyou so much!
My take is that customer service is only a component of the customer experience. Your product itself is also part of it, because trust me, if your product does not work, they are not coming back. Best case they give you one more shot but that’s it. The key here is customer retention, and customer excellence. Do whatever is necessary to reach that objective.
The way he explained customer service and customer experience was amazing. Using example helps us to more understand about this concept . I concept I learned and I liked are the types is customer service which can be fast , cheap , user friendly services. Their is a difference between customer service and customer experience they both are different. Many companies like Amazon, Zappor, Apple provides good customer service. Customer service is reactive whereas customer experience is proactive and it is all about detailing. Aslo VIP members become your best recruiter as they promote more people for your organization.
This video was very insightful . I understood how Customer service is reactive and how customer experience is proactive. I really enjoyed all the examples that they gave which made understanding the concepts easier.
One of my favourite Valuetainment videos. As a young business I will look at this to help grow long term happy customers.
Christopher Brooks, Managing Director, Clientship talks about the 3 steps to overcome a customer service crisis on Engati CX. He says that for companies to survive in this economy it's important to show some humility towards the society. He also says that it's extremely important to analyse the return on relationship.
Great video Pat thank you for recommending it to me on Saturday. You and Mario and all your staff have a blessed week. It was great to meet you both.
We are "In The Business of Kindness." who would understand Pat's points better than us. We are glad we are close to what he mentioned. Thank you for a wonderful revitalization.
Hi Pat i am in customer service industry and this advise I feel will totally change the game for me . So massive Thank You for putting such amazing content.
business relationships are the only ones i like - one mess up and youre out - no feelings - so much trust and no GAMES!!!! i love business.
Absolutely brilliant Pat. One of the very best presentations I've ever seen on the often completely ignored or overlooked topic of "customer service and experiences"
I can't believe how useful and " to the point" this video was, amazing job man. thank you
With the telephone part, its hard to have someone keep the positive attitude after like a month of constant phone calls (if you have them employed). Will have to keep them fresh, maybe switch them around on what they do. There are some people who love it and ALWAYS maintain that attitude, but they are diamonds in the rut.
However if its you on the phone and your business, of course you need to maintain that customer service and keep it fresh, always.
According to me both the strategies are important where customer experience is the way a customer feels about a brand before,during and after the entire purchase journey and the customer services is a assistance provided by the organisation that could be helping a customer choose the right product.
Patrick, I enjoyed this video! Thank you. VA
Sup Vic!
Best video I have seen so far explaining the true essence of customer experience!
Thanks for the Incredibly Simple and and Powerful video Patrick! I'm glad to caught this one. 🚀
The way he explained customer service was a way fascinating and impressive.
The most important strategy i found there was of customer service the most important and vital one. If we are providing customers with the better service in a kind and generous way, it will help them to take them in confidence and hence will help in building good customer relations which will bring productivity to the business.
You are amazing, This is the first time I see this videos, I'd loved them, the way you express yourself, and the suggestions you provide are incredible.
Treat people the way you want to be treated, yes it takes work but in the long run you will make your business a very good VIP Customers, remember in business we need the customers your relationship with them is what counts, it's up to you and the people that work for you,that is those who care like the owners.
I like your way to evaluate the companies- that s easier to see who is giving real value and who pretends to have . Customer centric companies win today
This is a very underrated channel glad I came across it.
This video is amazing. The value it delivers is immense. I am glad that I landed on this channel. Customer service vs customer experience nice topic from nowadays perspective
thank you - best example of ownership...when the customer takes ownership of you. fantastic, cheers from C.Town South Africa
Man I love you....straight up. I listen to one of your videos every other day. Sometimes more than once a day. And I really do learn from this. I am a fire fighter by profession, I live in Trinidad and Tobago, presently responsible for ICT now. I just completed an IMBA (International Master in Business Administration, Specialize in Innovation and Entrepreneurship), I am working very hard on creating my business while working, it in the start-up phase at the moment; And the advise that you give, helps us newbie from making many mistakes. I really do love your channel.
Thank you Patric, your videos are so valuable and informative. I'm so glad I found your channel
You’re truly a value add and we’re blessed to have access to your knowledge here
I think this will be a very helpful video to show my team. We are a team of collectors and I am their Senior. This will be a good eye-opener for them to stop doing JUST customer service and transitioning out of robotic mode in to making the calls a much better Customer Experience!! Thank you :) Looking forward to seeing more from you.
100,000 to 4.5 million and still delivering value. Some great examples and stuff I will use for my training. Thank you
Customer experience - takes it to a whole new level - what experience are you providing? Great stuff!
No it's not boring at all. When many people don't do it and I do it then I've got the edge in the competition. That's how Amazon, Apple ... hit big.
Thank you, love your works.
Excellent lecture, couldn't be more right on. After 45 years of practice now I have to say I love being a consultant in my Prime
According to me *Customer service* is one of the best strategy because it covers all the aspect including product quality, quantity, price and many more other things.
I'm new in this feild and this is excellent video, without realizing it I'm enhancing customer service. Thank you
Lots of great ideas and concepts. Truly appreciate your video!
Watched this 6 years later. Now at 4.06 millions subs. Great job Pat!!!
Knowledge supports growth.
Great video! Played it for my Business class, Careers class, and Applied Math to personal finances class.
I'm handle my own customer service/experience right now. What hit the nail on the head was Zappos "It's purely a Service game, they are not playing the cheap game". The uncomfortable spot is when you play both. You give them a discounted rate and therefore cannot go above and beyond because if you spend more time with revisions, edits...etc, we make below minimum wage. And not a entrepreneur wage with our expertise. Thank you for this video.
Thank you for this video. I work in customer service and it can be mentally and emotionally draining- especially when people are unpleasant. I've been watching videos at night to pump myself up for tomorrow LOL . . I want to make this work , and it helps to change my perspective .
Hi Minda, this is Len Cooper, the person Patrick talked about in the video. Customer service is hard when you are working in a place you don't like. I hope you are able to find a place you enjoy because it makes ALL the difference. What kind of work do you do?
In my experience as a Customer -and I've been around for 70 years- I can say that Customer Services aren't what they used to be. Very few Companies these days have a good Customer Service, never mind, "Customer Experience'". They rely on BOTS, FAQ, automated services and answering machines. The worst culprits are those who lack transparency: no contact details, addresses, emails or telephone numbers. Some supply them, but don't bother to respond which begs the question do they even read their mail or listen to the messages left?. It's all window dressing. Some of the biggest Companies, including Banks and Insurance Companies are guilty of the poorest Customer Services. The public are treated like 'fish' in the sea: baited, caught and then treated with casual contempt and disregard. This behaviour does little to instil the Publics' trust or confidence in their products or services. It will get worse before it gets better. Sadly, it won't be in my life-time.
"This video is not going to get many views" ...1.2m views later... great topic, thanks for posting
Thank you for your time making this video.
Perfect explanation! Thank you so much! You’re great!
Thank you always for adding the subtitles.
Customer service is reactive to issues and customer experience is proactive where they make the customer feel important
The client experience has always been a top priority for me. I am about to launch a IT services company and plan to set myself apart through my customer service / client experience.
Are you hiring
Absolutely love the information you provided and how detailed you made it.
This information was very concise and will truly help with my entrepreneurial path. Thank you for your knowledge.
Amazon and Dell computers have the best customer service I've ever experienced. I always tell people this and several people have chosen to buy Dell computers based on what I've told them. Dell laptops may or may not be any better than others out there, but their customer service kept me going back. I totally get what Patrick trying to get across in this video.
Thank you for posting this video. Very insightful!
As per me both the procedures are significant where client experience is the manner in which a client feels about a brand before,during and after the whole buy venture and the client administrations is a help given by the association that could be helping a client pick the correct item.
Your right customer services is extremely important
Thank you Patrick, your explanation about what the different between CS and CX is easy to understand.
@valuetainment I know your not a coffee drinker but I watch one of your vids every morning while having my coffee and love it it's part of my daily routine keep it up!!!
The success of a CRM is related to the harnessing of existing customers and how business create a more meaningful experience. I’m a strong believer that proper company core values, maintain a guide to deliver a consistent customer centric perception of value. I believe that the future of marketing is going to have to be less automation and more personalization of why people convert to a company’s value proposition.
I love your valuetainment channel is because its really make my time value each time i watch your vids..
Thank you !! Now i going to use details !
Thank you very much Patrick for making this video. It is REALLY a mind opening CONCEPT!😄
You forgot to mention it is the feeling these things give you. It is emotional. If you feel good you come back no matter that it doesn't meet those other various criteria
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Patrick thank-you very much for understanding the difference between customer service and customer experience and your example are to good for easily understood.
Patrick!! There's this phenomenal book Tony Hsieh made called Delivering Happiness! I'm sure you've read it, but it's very similar to what you're talking about! If you haven't read it, you should!
I am sure he read it since he is talking about Zappos!!
He mentioned Zappos like how many times??? 😂😂 Tony Hsieh is the CEO of Zappos, sure Patrick knows the book already lol
you made me open my eyes! nobody taught me that in business school
Valuetainment = genuinely valuable content on business and life, for me
This is a WOW for me.... Simply amazing !!! Well Done and Thank you...!
i love this video! so lucky to came across and will share it with my folks too. thx.
El mejor video que he visto explicando las ventajas de una buena atención al cliente
Amazing! really enjoy watching this! Thank you!
The amount of value given, is too much! , my friend saw the video with me and he said, you should charge for this great information!, Thank Patric.
Hmmm, If he charged, you probably wouldn't have seen the video.
Thank u soo much Patrick. Your videos are helping me alot right now. U are seriously my mentor. Great videos
Excellent, plain and simple explanation, really interesting, important. Thank you !
subscribing to this channel is not enough for sure thank you so much for highlighting all what I needed
The way he explained customer service & customer experience is amazing . Acc. To me customer service is best strategy bcz it includes all the aspects like price , quantity and other things. It also help to build the good relationships with the customers.