“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.