Customer Service (CS) vs. Customer Experience (CX)
Marketing & Business
•
1h 34m
Run Time: 1 hour 34 minutes
Download Handout: https://bit.ly/3uU2Uib
During this presentation, PCCA's Director of Member Engagement, Erin Michael discusses customer service versus customer experience. After watching this presentation, the viewer should be able to:
- Clearly define and understand the difference between CS and CX
- Understand the framework of CX
- Understand how CX can increase retention and create loyalty
- Learn how to create a Customer Journey Map
- Understand the leading indicators and metrics of CX
- Understand how an enhanced CX can increase employee retention
- Identify ways to implement a CQI program for your CX
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