2001, CEM and Customer Service - Customer Experience Update

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

Customer service (CS) is critical for delivering a great customer experience (CX). Customer service is part of the overall customer experience, not the entire customer experience. It is vital to understand the difference between CX and CS as you implement Voice of the Customer (VoC).

CEM

CEM Touchpoint Customer Service Exercises

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Connect The Dots.

CEM

CEM Touchpoint NPS Survey

Customer Experience Update

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

Build Your VoC Program From Where You Are: Part 1 - Building Phase

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