Is there a difference between Customer Service and Guest Experience for you?
Customer Service = Contingent on financial interaction, something that has a beginning and an end.
Guest Experience = Someone you invite into your life, something that outlives the product or service.
Would you rather feel like a Customer or a Guest?
Technically Customer Service and Guest Experience are interchangeable phrases. However, their implications are extraordinarily different.
One is an obligation and the other is a privilege to provide.
Tip: Your service should feel like a part of the human experience. You should also make your guests feel like they are significant and part of the community that is your brand.
Here are the questions to answer for yourself and for anyone else playing on your team:
- How can I make our customers feel more like guests?
- How can I extend the value of our product/service by creating a brand experience?
Think about your day-to-day interactions with people and businesses. How important/valuable do you find your face-to-face interactions with them? With the help of technology and the internet, we spend less and less time in front of each other. We can shop/work out of apartments and never actually interact with a living human in real time. If we dedicate our time and effort into treating our “customers” as “guests” when we come face-to-face, we invest in the growth of our business.
With this new knowledge in hand I’m sure you see the value in guest experience. Anything you can bake into your existing service that helps people connect, feel special, and feel like a part of a community will create the perfect environment for your guests. These experiences will build memories that deepen our contribution to the lives of those we touch with our business. Isn’t that what it’s all about?
Building the Experience of The Legacy of You,
**POST BLOG WORKSHOP**
I would love to grow together; please share any of your answers in the comments section below!
- What is one thing you can do to make your customer feel more like a guest?
- What is one thing that you can add to your current service to extend the life of the experience