From the course: Thomas A. Stewart and Patricia O'Connell on Designing and Delivering Great Customer Experience
Welcome
- It's important to remember that customer experience is not the same as customer service. Customer service is what comes on at the end after something goes wrong or when the customer needs something at the end of a process but the customer experience starts from the very beginning, it starts from his or her awareness of you, and works on through everything that happens to the customer. (lively music) These days people talk about creating a great customer experience. Customer experience comes from design. It's not something that just happens. It's something that you design to make sure that it happens all the time whenever you're dealing with customers. Service design is the key that unlocks the door to great customer experience. - Customer service is one aspect of customer experience. It's one part of the totality of the journey a customer has with your company but frankly, customer service is often what happens because the service isn't designed properly. It's what customers have to go through because something went wrong. I like to think of service design as something that in a lot of ways will help make customer service redundant or a lot less important to a company. - That's what we're going to be talking about is how to build that experience so that your customers get it every time and every place according to the strategy you want to create the experience you want them to have.
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