Speak honestly to earn many loyal customers for life

Businesses strive for a great customer experience. It keeps people coming back for more of the goods and services they have come to know, like and trust.

They sound similar, but author and blogger Stacy Sherman draws a bright line between customer experience and customer service.

“Customer experience is about the entire experience people have with brands from when they first become aware or learn — marketing impacts this — to buy to get and use products and service, pay and get help,” she said.

“Customer service is an important part of the holistic customer experience, but it’s one point, or as I like to say, one ‘moment of truth,’” Sherman said. “Leaders need to design great experiences at every micro-moment so people buy, return again and recommend to others.”