Customer experience is proactive with Joey Coleman

"Customer experience is proactive. Customer service is reactive." This quote from Joey Coleman, author of the Wall Street Journal #2 Bestselling book Never Lose a Customer Again, has helped provide me with much-needed clarity regarding the difference between experience and service.

Having that context of one being proactive, meaning anticipating and creating the experience we want our clients to have, is impactful to our businesses. Why wouldn't we want to do that? And as he says, businesses routinely hire for customer service but only occasionally hire for customer experience.

Join us for a conversation about how simply understanding your customers can begin moving them from an occasional purchaser to a lifelong customer.