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Customer Service vs. Customer Experience

by Norm Schultz

Soundings Trade Only Online

An opportunity to attend the Disney Institute in Orlando, Fla., enabled me to learn firsthand how Disney methodologies are operationalized at Walt Disney World. Most observers would likely agree with me that Disney is considered the model for a good customer experience … or is it a model for good customer service?

I’ve always assumed customer experience and customer service are one in the same. That is, until I learned at Disney they’re not. And perhaps there’s no more important time than now for dealers to recognize the differences, given the expectations that demand will be moderating, inventories will be replenishing, and attention to details will be a must to keep business moving forward by emphasizing customer relationships.

What’s true today is that the term customer experience seems... [read more]

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