Customer Service vs. Customer Experience vs. Customer Support

Short Summary

The video discusses the differences between customer experience, customer service, and customer support, using a relatable scenario of ordering a rideshare to a concert. It emphasizes how these aspects contribute to the overall customer journey and satisfaction.

Key Points

• Customer experience is the overall perception a customer has about a brand, influenced by various factors beyond a business’s control.
• Customer service (or customer care) manages relationships throughout the purchase journey, utilizing multiple communication channels.
• Customer support is a subset of customer service, focused on resolving issues and helping customers maximize their purchases.
• Positive moments can occur pre-purchase, during purchase, and post-purchase, impacting customer perceptions and experiences.
• Using a rideshare app, both the ride experience and support for lost items exemplify customer service and support.
• Technology, including artificial intelligence, plays a crucial role in enhancing customer experience, service, and support.