"As a customer experience advocate, it is common for me to be asked, “What is the difference between customer service and customer experience?” While the answer is quite lengthy, the short response is simply this: customer service is one element of customer experience."
"Customer experience encompasses every touch point that someone may encounter when interacting with a company – support, sales, and customer service. And there are many communication channels that combine to make a customer interaction with one of the three key touch points a positive experience."
"Consistent messaging across all channels and touch points is integral to successful customer experience and vital to company success."
An interesting side point is those companies who have aligned sales and marketing use a common language. Without doing this, how does a company align messaging to make sure the customer has the Best Buying Experience, which is the beginning of the Best Customer Experience.
Think about it this way, you see something while browsing and click a link. Landing on a page which looks unrelated. Do you stay or keep moving on? Most leave due to a bad experience around poor messaging.
Read the full article for 3 other tips on how to improve your customers experience.