Newsflash: there’s a difference between customer service and customer experience

If the customer experience is perfect, is customer service even necessary? ADAM TOPOREK is adamant the answer is yes, explaining that the line between the two is misleading and retailers need to understand why.

There’s an old adage that says customer service is a failure of customer experience. The idea stems from a view that traditional customer service is unnecessary if the complete customer experience is successfully executed.

This notion may be usef...

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