difference between customer excellence, customer service and customer experience

Customer excellence is when a customer is so satisfied with the product or service that they become a repeat customer and refer others to the business, which is the ultimate goal of customer service. Customer service is how a business interacts with its customers. It includes how quickly and efficiently a customer’s questions are answered or their complaints are addressed. Customer experience is the overall impression a customer has of a business. It’s made up of the customer’s interactions with the company and how they feel about their experience, whether they’re happy with the product or service they received and the customer service they experienced. To understand the difference, think of a restaurant. Customer service is the waiter taking your order, bringing your meal, and refilling your water. Customer experience is the overall impression you have after your meal and interaction with the waiter. Customer excellence is when the food is so good you go back to the restaurant, refer your friends, and post a positive review online. Fun Fact: According to a 2018 survey, 73% of customers say that customer experience is an important factor in their purchasing decisions.