[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2015\/10\/14\/customer-engagement-service\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2015\/10\/14\/customer-engagement-service\/","headline":"The journey from customer service to customer experience","name":"The journey from customer service to customer experience","description":"Old-school customer service isn't enough\u2014modern customers demand a stellar experience","datePublished":"2015-10-14","dateModified":"2023-02-06","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/rita-marini\/#Person","name":"Rita Marini","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/rita-marini\/","identifier":116,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/712f3e969cfbbc79f7013a5aa12653418f6d9965a483e588776e3a710a3943e4?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/712f3e969cfbbc79f7013a5aa12653418f6d9965a483e588776e3a710a3943e4?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2015\/10\/FOC_2015-09-04_A_HERO-1.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2015\/10\/FOC_2015-09-04_A_HERO-1.jpg","height":370,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2015\/10\/14\/customer-engagement-service\/","about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]}],"wordCount":480,"keywords":["Customer Engagement","Customer Experience | CX","Customer Service","Marketing"],"articleBody":"My first job after getting my business degree was to manage a customer service team of 12\u00a0as a management trainee. I was in my early 20s and the role was meant to prepare\u00a0me to join the management team. Friday to Sunday were our busiest days of the week and I\u2019d come at 11 a.m.\u00a0every day\u00a0and finish by one in the morning each of that day. It was definitely one job I will never forget.Looking back, I\u2019d say that the company was among the early adopters of customer experience, even though the term itself was very much foreign at that time. It was the largest hyper-mart in the nation, and was one of the rare few who offered after-purchase full refund\/return within 30 days at that time.Can you rescue a customer experience gone bad?To emphasize our commitment to customer experience, my department was not called the customer service department\u2014rather we were called the “Service Quality” team. Our main mission was simple: to deliver a great experience to all our shoppers.The operations called for about 10 department heads, each was responsible for the products under that department, from ensuring good stock count to identifying faulty item to approving my request for each refund.I recall the most bizarre case I encountered during my service time\u2014a customer requested a refund for a pack of orange juice he purchased just five minutes before. The problem was the pack was opened and he had drunk half of the juice! When I checked the expiry date, it was still a week due, so I asked him the issue he had with the juice. He shrugged his shoulder and replied, \u201cIt\u2019s not fresh.\u201dAs much as\u00a0I\u00a0had the right to reason out with him, the whole time I was remembering our department\u2019s mission, and, thanks to the support from my department head for that section, I was able to honor\u00a0the refund and live up to that promise. The\u00a0important lesson from that incident is the fact that we were empowered to absorb loses and prioritize great customer experience as much as possible. Ritz-Carlton understands this\u2014each employee has $2,000 they can use per guest, not per year, to rescue a great experience.At the end of the day, performing a great service is one thing, but ensuring that the service translated into a great experience is another thing. That\u2019s why we put so much emphasis on the customer experience today. But did you know\u00a0that the buzzwords\u00a0“customer experience” we\u2019re so attuned today\u00a0is very much what customer service of\u00a0the past always was?\u00a0What triggered that evolution and what else has evolved in the area of CX?We caught up with Shep Hyken and discussed this, watch our #simpletalk video to find out.https:\/\/youtube.com\/watch?v=s0gqKGo6ubM"},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2015","item":"https:\/\/www.the-future-of-commerce.com\/2015\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"10","item":"https:\/\/www.the-future-of-commerce.com\/2015\/\/10\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"14","item":"https:\/\/www.the-future-of-commerce.com\/2015\/\/10\/\/14\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"The journey from customer service to customer experience","item":"https:\/\/www.the-future-of-commerce.com\/2015\/10\/14\/customer-engagement-service\/#breadcrumbitem"}]}]