“One of the biggest mistakes that I see made by well-meaning folks in an effort to shift organizational thinking toward a greater focus on customers is the inability to distinguish between customer service and customer experience.

“There’s a difference?” You ask.

Yup! And it’s a big one. One that is well worth noting, remembering, and evangelizing.”

— Customer Experience Isn’t Just About Customer Service — Annette Franz (Gleneicki)

More proof that Simon’s service vs hospitality view hits the nail on the head.