What is the difference between the customer experience and customer service?

A customer’s experience encompasses everything -- from a consumers online interaction with your brand to the in-store interaction with associates and point-of-purchase. It includes every touch point a consumer comes in contact with -- from music in the store and help in a department to online search and discovery of a brand’s website.

Customer service is a huge part of the experience but just one part and is tied soly to helping a consumer or customer who is having an issue, whether it’s finding a product to returning a purchase to inquiries about loyalty rewards. Check out Retail Customer Experience’s deep well of resources (from white papers to webinars) to learn more.