Customer Service vs. Customer Experience…What the Heck’s the Difference?

(An excerpt from the new book, “The CX Edge: Critical Customer Experience Questions to Help You ATTRACT, KEEP and WOW Customers” by Jeff Tobe) As I travel the world speaking, training, and consulting with professionals in hundreds of different industries and spheres of influence, I have been surprised that the question, “What is the difference […]

LOYAL Customer is NOT the Same as Satisfied Customer

Just as most organizations experience turnover in their employee ranks, turnover occurs in your customer base as well. The extent to which both occur has a significant influence on your bottom line. There is a lot of emphasis these days on creating satisfied customers. But, is having satisfied customers enough? In our research we found […]

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