Customer Service Vs. Customer Experience

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5 yıl önce

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Customer service vs. customer experience; Do you know the difference?

One of the best exercises for you to do is make a list of companies or businesses that you go back to over and over and over again, and ask yourself why.

On the left, list five companies you return to again and again, and on the right write the reason for doing so.

For instance, on the left write, "I go to this restaurant at least once a week" and on the right write, "I go there because _____________."

The thing that goes into the blank is generally one of these six reasons. They will give you a lot of clues for your own business.

#1: Fast - 0:38

#2: Quality - 0:49

#3: Cheap - 0:57

#4: Luxury - 1:10

#5: User Friendly - 1:23

#6: Customer Service - 1:38

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Valuetainment 2 yıl önce
Share your thoughts with Patrick Bet-David by texting 310.340.1132 or click here
Mr. Aniwene
Mr. Aniwene Yıl önce
Its pure value sharing, to think that i got all this valuable content for free! amazing!
Mr. Aniwene
Mr. Aniwene Yıl önce
I have watched many videos, but this, hands up!!!
Zvonko Petrovic
Zvonko Petrovic 2 yıl önce
Bredou Alban Brice
Bredou Alban Brice 5 yıl önce
Customer Service Vs. Customer Experience Key Takeaways: -Customer service is reactive…dating customers -Customer experience is proactive…marriage/VIP customers Your goal should be to go from customer service to customer experience.
Cliezen 3 aylar önce
Yes, and like with any marriage, you need to have an active discussion between you and your spouse. You need to ASK what they are experiencing and feeling. How is their experience compared to the messages your company is putting out there... setting the expectations. If you don't ask, you won't know.
Rico Carpio
Rico Carpio Yıl önce
...and the business goal is to make your customers your "recruiters".
SS'ParrOw 2 yıl önce
A customer experience is anesthesia.
teddybozzio73 4 yıl önce
I work in customer service and I'd love to say how I feel about it: in my experience customer service is about putting yourself in your customer's shoes. Think how you'd feel if you were the one dealing with that problem and imagine how you'd react - and how you'd love to be treated. Nice video, btw.
Prasad Gangavkar
Prasad Gangavkar 4 yıl önce
I really loved your simplistic explanation of converting Customer Service to Customer Experience and give birth to more VIP customer. Amazing training skills.. Thanks you Patrick.
Man Thing
Man Thing 2 yıl önce
The client experience has always been a top priority for me. I am about to launch a IT services company and plan to set myself apart through my customer service / client experience.
Daniel Sima
Daniel Sima 5 yıl önce
How you as the owner treat your employees the employees will treat customers the person you are will reflect the amount of success you achieve
Manoj Mukhi
Manoj Mukhi Yıl önce
Your employees are your 1st customers.
Misti Newsom
Misti Newsom Yıl önce
So very true!!
Sandeep Sidhu
Sandeep Sidhu Yıl önce
Yeah, you're right. Employees are the internal customers indeed.
MR. Green Thumb Lawn Response
MR. Green Thumb Lawn Response Yıl önce
DATAMARK Inc. Yıl önce
Totally agree!
Manank Mathur
Manank Mathur Yıl önce
This video was very insightful . I understood how Customer service is reactive and how customer experience is proactive. I really enjoyed all the examples that they gave which made understanding the concepts easier.
Rosset Bespoke Butlers
Rosset Bespoke Butlers Yıl önce
I absolutely loved this video. As a butler school and hospitality trainer I make a lot of service training videos and I watch a lot too, yours has rally stood out to me as well thought out and accurate. Thank you so much!
Peter Istrate
Peter Istrate 5 yıl önce
This video put me on guard, again, about how important is the customer experience and customer service. It could even be the single long term growth drive of a business. Thank you.
Bill Bassman
Bill Bassman Yıl önce
@Valuetainment Definitely not boring.
Peter Istrate
Peter Istrate 5 yıl önce
I found it captivating enough. By the number of views and likes, it's definitely not boring :D
Valuetainment 5 yıl önce
+Peter Istrate It's a boring topic but it helps with exponential growth.
Stefan du Plooy
Stefan du Plooy 4 yıl önce
One of the best videos I have seen on customer experience! I will most definitely always remember to create more VIP clients and treat them like royalty. Thank you Patrick for great advice.
Mark L
Mark L 5 yıl önce
awesome content!! in the last 12 months I've seen tremendous growth in my business w your help. keep it up and keep the knowledge coming 👌
Awesome Learning. Loved the focus and passion. Thanks for sharing this philosophy which should be our life style when dealing with people
O. Ali Aktug
O. Ali Aktug 2 yıl önce
This is an amazing video where a lot of content probably went over the heads of a lot of people (and I sincerely don't mean that in a bad way and I watched the video 3X). This happens to be my personally field and business and Patrick your example at 12mins of customer EXPERIENCE where you shout out a client and congratulate him and his wife by name regarding their wedding anniversary did not go unnoticed. Very well done and said on a topic that can and does easily take hours to truly present in depth.
imRitik Yıl önce
Thank you very much Patrick for making this video. It is REALLY a mind opening CONCEPT!😄
Robert Elizondo
Robert Elizondo 3 yıl önce
Great video Pat thank you for recommending it to me on Saturday. You and Mario and all your staff have a blessed week. It was great to meet you both.
BookBreakdowns 5 yıl önce
Customer experience - takes it to a whole new level - what experience are you providing? Great stuff!
Sudhir Suryavanshi
Sudhir Suryavanshi 3 yıl önce
We are "In The Business of Kindness." who would understand Pat's points better than us. We are glad we are close to what he mentioned. Thank you for a wonderful revitalization.
princy bansal
princy bansal Yıl önce
This video is amazing. The value it delivers is immense. I am glad that I landed on this channel. Customer service vs customer experience nice topic from nowadays perspective
E.B Roasts
E.B Roasts 2 yıl önce
Amazon and Dell computers have the best customer service I've ever experienced. I always tell people this and several people have chosen to buy Dell computers based on what I've told them. Dell laptops may or may not be any better than others out there, but their customer service kept me going back. I totally get what Patrick trying to get across in this video.
Tommy Faizal
Tommy Faizal Yıl önce
Thank you Patrick, your explanation about what the different between CS and CX is easy to understand.
Diego 4 yıl önce
I've seen this video countless times. By far the BEST informative customer service vs. customer experience. Thank You Patrick!
Sandra Brown
Sandra Brown 6 aylar önce
Absolutely love the information you provided and how detailed you made it.
shweta mini
shweta mini Yıl önce
This video is amazing as he explained customer service and customer experience. Customer experience - it is proactive and is all about detailing.
phinamenon 5 yıl önce
This information was very concise and will truly help with my entrepreneurial path. Thank you for your knowledge.
Ryan Moree
Ryan Moree 5 yıl önce
Hey Pat I have watched a good number of your videos and valuetainment just came into my life at the right time. I'm preparing to start my own business but instead sales I'm offering a service instead of an actual product I guess. Can you do a video in the very near future on how to be successful as a service business.
Topcut Centurion
Topcut Centurion 5 yıl önce
Thank you Patric, your videos are so valuable and informative. I'm so glad I found your channel
Aneesh Nair
Aneesh Nair Yıl önce
Excellent presentation. To the point, great clarity and merit of the content.👍👍
Natasha 3 yıl önce
Such a great video Patrick...I really love the dating vs marriage analogy. Thank you for helping me grow!
MrSonny Yıl önce
I'd love to see an episode about "experience through conflict" as I feel this could be a good learning curve for many. Love the video
Yvonne Ruvinski
Yvonne Ruvinski 5 yıl önce
Customer service adds value to a product and builds enduring relationship. Customer experience is the entirety of the interactions a customer has with a company and its products.
Jabe Gerring
Jabe Gerring 5 yıl önce
wow, awesome, I am in first year of a business degree and I already work for companies that use exactly what you are saying in this video. I will be apart of providing customer experience at a managerial role and I am eager to keep learning
Valuetainment 5 yıl önce
+Jabe Gerring 👍🏼👊🏼. Have you already read the book "drop out and get schooled".
Sondra Patterson
Sondra Patterson 2 yıl önce
I think this will be a very helpful video to show my team. We are a team of collectors and I am their Senior. This will be a good eye-opener for them to stop doing JUST customer service and transitioning out of robotic mode in to making the calls a much better Customer Experience!! Thank you :) Looking forward to seeing more from you.
Aliona Schastlivtseva
Aliona Schastlivtseva 5 yıl önce
I like your way to evaluate the companies- that s easier to see who is giving real value and who pretends to have . Customer centric companies win today
The-quick-brown-fox 5 yıl önce
I'm a student working on the experience of outpatients in the hospital. The goal is to tranform the service to an experience. This video was very helpfull.Anyone has suggestions on what product service system could be valueble to implentate into hospitals?
Nikita rajput
Nikita rajput Yıl önce
According to me *Customer service* is one of the best strategy because it covers all the aspect including product quality, quantity, price and many more other things.
I'm WORTH IT! 2 yıl önce
LOVE THAT PAT! I ALWAYS SAY "i choose THIS company over xyz company because I pay for EXPERIENCES" LOVE IT! Pat, where did you learn all this? did you make it up ? PS, CONGRATS ON 2 MIL subs!! Youre WORTH IT! LOVE YOU & YOUR TEAM AND EVERYTHING I SEE HERE! Jaron is AMAZING! Make sure you keep him , and make him & his family happy! (give him more money too)
Priya Jha
Priya Jha Yıl önce
The way he explained customer service and customer experience was amazing. Using example helps us to more understand about this concept . I concept I learned and I liked are the types is customer service which can be fast , cheap , user friendly services. Their is a difference between customer service and customer experience they both are different. Many companies like Amazon, Zappor, Apple provides good customer service. Customer service is reactive whereas customer experience is proactive and it is all about detailing. Aslo VIP members become your best recruiter as they promote more people for your organization.
MARITZA HALES 2 yıl önce
Excellent, plain and simple explanation, really interesting, important. Thank you !
Minda Fraser
Minda Fraser 3 yıl önce
Thank you for this video. I work in customer service and it can be mentally and emotionally draining- especially when people are unpleasant. I've been watching videos at night to pump myself up for tomorrow LOL . . I want to make this work , and it helps to change my perspective .
LiberationTV 3 yıl önce
Hi Minda, this is Len Cooper, the person Patrick talked about in the video. Customer service is hard when you are working in a place you don't like. I hope you are able to find a place you enjoy because it makes ALL the difference. What kind of work do you do?
tripjet999 Yıl önce
It's only when you encounter a problem or difficult situation that you find out just how reputable a company can be. The good ones want to know immediately, while the others hope to never hear from you.
JM Ulan
JM Ulan Yıl önce
Thanks Pat! This is precise and concise! I love the analogy of one night stand, dating n marriage stages.
Jake Franco
Jake Franco 5 aylar önce
Thank you so much for pointing out the loyalty factor!!! It was like taking a smack to the back of the head *duh* or like a giant neon sign flipping on! Whichever analogy you like better lol 😂
The 2is1
The 2is1 5 yıl önce
Hey Pat, I have been a huge follower of yours for sometime now. I own two businesses and I wanted to know if you could make a video or maybe you could tell me if it is a good idea to open a nonprofit? Again thank you for everything you have done for myself and others.
ankita jain
ankita jain 3 yıl önce
From your past video and this one I think even regular follow ups with our existing customers also builds a great customer experience ,because of which a customer may like to do business with us .What do you think ?
Dos Santos
Dos Santos 3 yıl önce
@valuetainment @patrickbetdavid Really good explaining about Customer Service and C Relationship, thank you very much for this. I asking me after hearing your podcast, which tools do you use for customer relationship and everything you need for Birthday Reminder, Customer Relationship Tasks etc. I am also in the Finance Industrie and it is pretty awful with all this tools etc. I am thankful for your response and would appreciate if you share your experiences with us. Thank you very much and go for it :-)
Lân Hoàng
Lân Hoàng 4 yıl önce
No it's not boring at all. When many people don't do it and I do it then I've got the edge in the competition. That's how Amazon, Apple ... hit big. Thank you, love your works.
Jot k
Jot k Yıl önce
According to me both the strategies are important where customer experience is the way a customer feels about a brand before,during and after the entire purchase journey and the customer services is a assistance provided by the organisation that could be helping a customer choose the right product.
Caroline Ciarlet
Caroline Ciarlet 4 yıl önce
Thanks so much for this refreshing speech. Why don't we force CEO from any company in the world to watch this video with their employees every morning :)
Ana Guerra
Ana Guerra 2 yıl önce
You are amazing, This is the first time I see this videos, I'd loved them, the way you express yourself, and the suggestions you provide are incredible.
Erica Eskander
Erica Eskander 3 yıl önce
Best video I have seen so far explaining the true essence of customer experience!
Cindy Barrera
Cindy Barrera 3 yıl önce
This gives me a better understanding to differentiate between this 2 realities! thank you Patric.
Mimi Mamawa Lebbie
Mimi Mamawa Lebbie 5 yıl önce
Thank u soo much Patrick. Your videos are helping me alot right now. U are seriously my mentor. Great videos
Baldeep Birak
Baldeep Birak 4 yıl önce
One of my favourite Valuetainment videos. As a young business I will look at this to help grow long term happy customers.
TheMasterkyle79 5 yıl önce
Man I love you....straight up. I listen to one of your videos every other day. Sometimes more than once a day. And I really do learn from this. I am a fire fighter by profession, I live in Trinidad and Tobago, presently responsible for ICT now. I just completed an IMBA (International Master in Business Administration, Specialize in Innovation and Entrepreneurship), I am working very hard on creating my business while working, it in the start-up phase at the moment; And the advise that you give, helps us newbie from making many mistakes. I really do love your channel.
Brian Baran
Brian Baran 5 yıl önce
Great video. Your explanations are spot on! Thank you
Helio de Lima Jr
Helio de Lima Jr 5 yıl önce
Thank you again! I've been watching all your videos and in every single one of them I see the same thing, your passion and commitment to empower others.
desiviking 2 yıl önce
I asked some of those initial questions to myself and came to the conclusion that I rightly order in everything. Including food and clothes.
Domminetti 5 yıl önce
The Nordstrom Customer Service Story (as I remember it from my father telling it to me) One day at a time when the name Nordstrom was little known and while they were hard at work to carve out a place for themselves in the nations vast retail market, a man arrived at the sales desk one morning and placed a bag on the counter. The clerk greeted the man and asked him how he could be of service. The man promptly explained that he was not satisfied with his purchase and pointing to the bag explained that he would like to return the item and receive his money back. The clerk asked to see the item and removed it from the bag. After a brief inspection he asked if he wouldn’t mind sharing the reason why he was dissatisfied. The man explained, that he purchased the tire chains on the claim that they were easy to install. Having tried without success he decided it would be better to rent tire chains from a roadside service company. Now having no use for the tire chains he decided to return them for his money back. The clerk smiles and asked the man if he would wait while he called his manager over to approve the transaction. The manager consulted with the clerk when he arrived then turned to the man and asked him how much he originally paid for the tire chains. The man replied $4.68. The manager wrote this amount on the return slip, approved it and instructed the clerk to go ahead and complete the return and refund the man the $4.68 he originally paid for the tire chains. Even though the man did not have a receipt and the product was not in new condition, it was this one act of providing excellent customer service that has become legend and the name Nordstrom the Icon in absolute top customer service throughout the retail sales World today. This one example of what customer service means as an ideal epitomizes excellent customer service as a core value and a critical success factor for building positive growth and customer recognition over time. When you also consider the fact, Nordstrom never sold tire chains, you immediately begin to see an entirely new picture of the importance of sustaining and exorcising these values are to a company who'sname has become synonymous with the ideal of excellent customer service.
Take Control - Become More
Take Control - Become More 4 yıl önce
Great video and great content, service is not a script its about caring and helping...developing the experience...well done
samuel wubie
samuel wubie 2 yıl önce
I am banking operation trainer,I am told to give customer experience training without ToT,I was worried.This video gives me relief.Thank you very much.
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