• Soundings Trade Only

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]

1 view0 comments

Recent Posts

See All

Gary Reich Soundings Trade Only Online The Newport International Boat Show yesterday announced that it is accepting applications for its Newport for New Products program, which recognizes boats and pr

Gary Reich Soundings Trade Only Online The American Boating Congress wrapped up Friday, capping three days of presentations; discussions with members of Congress, economists and political commentators

Dom Yanchunas Soundings Trade Only Online The Marine Retailers Association of the Americas has applied for a grant from the U.S. Department of Labor’s Apprenticeship Building America program. The prop

MMA_VECTOR_LOGO_FINAL_White-01.png