What is the difference between Customer Service and Customer Experience?

The difference between customer service and customer experience  (CX) is that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers— customer experience is the sum of the entire customer journey with your business.  The sum total of your customer's EXPERIENCES, how they FEEL about conducting business with you.

More than 50% of a Customer’s Experience (CX) is subconscious or how a customer FEELS about their Experience. CX is your customer's perception of how your company treats them.  These perceptions affect customer behaviours, build memories and feelings that drive loyalty. If your customers have a positive experience and like you they are going to conduct business with you, become loyal brand advocates and recommend you to others.

Customer Experience is the sum of all touch points & interactions throughout a customer’s relationship with your brand, including pre-sales.  Each micro experience impacts the outcome of that customer’s relationship. (Harvard Business Review)

Importance of Customer Experience -

Customer Experiences are the competitive battleground, where business will be won or lost.

Customer experience (CX) is called the most exciting business opportunity of 2019.

Differentiate your brand from others and obtain competitive advantage by  focusing more on customer experience than marketing or personalisation.

By 2019 more than 50% of organizations will redirect their investments to customer experience innovations [Gartner]

Surveys report that 86% of buyers will pay more for a better experience and customer experience will overtake price and product as the key brand differiantor by 2020!

Based on a Walker study by 2020 customer experience will grow to overtake price and product as the core element of every brand.

Now is the time to start focusing on customer experience as your primary key brand differentiator.

42% of businesses invest in CX to improve customer retention” [GenesysSuper Office]


Why is Customer Experience a Key Success Factor in business?

It's important to ensure a positive customer experience so that customers build brand loyalty and affinity, evangelise your product or service and refer their friends, family and business associates.  Increases in positive customer feedback and online reviews help with both business retention and with obtaining new business.  Ultimately ensuring that your business delivers great customer experiences results in increased employee engagement, happier customers and a healthier business.  Customer retention and business growth results in increased revenue.

Griffin Solutions takes an inclusive and innovative approach that successfully engages, educates and motivates participants to perform at their best.  This strategy results in a win for  your business, employees and clients/customers.


  • Employee Engagement
  • Skills & Confidence
  • Performance
  • Customer Satisfaction
  • Competitive Advantage
  • Business Growth
  • Sales
  • Profits


  • Productivity
  • Customer & Staff Churn
  • Service Recovery
  • Advertising
  • Marketing



Find out by contacting us today for a FREE Comprehensive Consultation on how you can improve & enhance your stakeholder Relationships. +353 872841846