Providing Customer Service Versus Creating a Customer Experience

摘要

Let's start with a scenario: You wake up in the morning, ready to start your day with a nice hot shower. You turn your water on, waiting for it to warm up. Five minutes later, it's still cold. You check your water heater. It's leaking. Now you can't have that hot shower, and neither can your spouse or kids. Great way to start off the day.