Customer service is typically reactive — when a customer reaches out for help. Customer experience is proactive — it includes every touchpoint a customer has with your brand, from first impression to post-purchase. So customer service is really a subset of customer experience because it’s just one touchpoint in the customer journey. And as a wise man once said (quoted in Dan’s book): “Customer service starts when the customer experience fails.”
Customer service is typically reactive — when a customer reaches out for help. Customer experience is proactive — it includes every touchpoint a customer has with your brand, from first impression to post-purchase. So customer service is really a subset of customer experience because it’s just one touchpoint in the customer journey. And as a wise man once said (quoted in Dan’s book): “Customer service starts when the customer experience fails.”